Embrace new contact center technology

designed to help me make a meaningful difference in the customer experience

Over three-quarters (77%) of companies will invest in technology (including cloud solutions) for the contact center over the coming year!

72% of customers stopped doing business with a company

because of a bad customer service experience.

Follow management’s lead on strategy

58% of businesses speci�cally cite the contact center as responsible for bringing in pro�t (i.e. upsells)

Treat every customer like a new friend!Nine in ten businesses (90%) consider customer service to be a relationship builder. And customers agree. Nearly all agree (97%) that good customer service helps companies build relationships with them.

at how well we’re really satisfying our customers...

More than two-thirds (68%) report that their company believes it is doing a better job at customer care than their customers would say it is doing.

1.

2. Make every interaction as good as it can be to keep customers happy and loyal.

Become a subject matter expert

40% of customers believe that representatives can rarely do much more for them than they could do for themselves.

3.

4.

6.

5.

to provide customers with information and an experience they can’t get from self-service alone.

for customer service, knowing that my performance directly impacts the bottom line.

82% of companies consider customer service to be a revenue-driver moreso than a cost-center

63% indicate they accept the fact that there are a certain number of customers who will just never be happy.

Look closely

© 2014 Aspect Software @SuperAgentErica SuperAgentErica aspect-software

And prove there’s no such thing as a customer I can’t delight!

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(plus... make more cookies for coworkers)Source: Customer Care Personas Study Comissioned by Aspect, Conducted by GfK Custom Research, LLC, 2014.

t’s been an amazing year for customer service! Of course, I can’t help thinking 2015 is going to be even better. I’m kicking it off with a few New Year’s Resolutions based on some of the latest industry statistics. Let’s make this the best year yet for our customers!

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