86% of customer service decision-makers say that a good customer experience is one of their top strategic priorities. Yet 68% of US consumers say that they’ve had unsatisfactory service interactions in the past 12 months. What is causing this gap in customer satisfaction? How can you empower your agents to deliver the optimal service?
The solution is ensuring agents have the information, knowledge, and data they need at the right time to increase first contact resolution rates while keeping handle times down. What happens when this isn’t done? Forrester found that 3 out of 4 consumers move to another channel when online customer service fails, costing an organization an average of $22 million.