Is Your Contact Center Future Ready?

Infographic: Is Your Contact Center Future Ready?

06/07/2019
By eClerx Customer Operations

The world of Customer Support is in a state of constant change and transformation. The need for companies to keep pace with trends and technologies in Customer Support to compete in this new Experience Economy can take time, energy and focus away from strategizing products, services, pricing and other core elements of your business. Choosing the right, full-service BPO partner can help ease that burden. eClerx’s experienced team of Customer Operations experts keeps their finger on the pulse of the industry for you so you can be a leader in yours. View or download the below infographic for a brief overview of trends impacting our industry and how eClerx Customer Operations can help transform ordinary touchpoints into superior customer experiences.

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7 out of 10 Customers say they
have spent more money to do
business with a company that
delivers great service.i

More than half of Americans
have scrapped a planned
purchase or transaction
because of bad service, and

say they’ll consider
switching companies

33%

after just a single instance
of poor service.ii

of American consumers point to
speed, convenience,
knowledgeable help and friendly
service as the most important
elements of a positive customer
experience.iii

Nearly

80%

CUSTOMER EXPECTATIONS ARE RISING

IS YOUR CONTACT CENTER FUTURE READY?

More than six in 10 U.S. consumers say that
their go-to channel for simple inquiries is a
digital self-serve tool such as a website (24%),
mobile app (14%), voice response system (13%)
or online chat (12%).iv

But, as the complexity of the issue increases,
such as with payment disputes or complaints,
customers are more likely to seek out a
face-to-face interaction (23%) or a real person
on the phone (40%).v

CHANNELS ARE SHIFTING