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.

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

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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

According to Gartner, 45% of
people don't care if they are
dealing with a real person or
AI as long as the experience is
fast, easy, and effective.vi

However, 71% of Americans would
rather interact with a human than
a chatbot or some other automated
process, especially when
something goes wrong.vii

AUTOMATION IS MAKING FRONTLINE JOBS MORE CHALLENGING

U.S SUPPORT COSTS ARE
RISING & HIRING IS
BECOMING DIFFICULT

U.S. Unemployment dipped below 5% in 2018 meaning far
fewer available workers for open roles

Average U.S. Hourly Wage rates grew by 8% from 2017 to 2018

Most of the U.S. reached nearly full-employment by 2016viii

TO BE SUCCESSFUL YOU NEED A PARTNER WHO CAN GUIDE YOU THROUGH IT ALL

ECLERX: THE PERFECT BLEND OF HUMANS AND TECHNOLOGY TO SUPPORT YOUR CUSTOMERS

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DATA DRIVEN INSIGHTS
TO GUIDE STRATEGY

SMART AUTOMATION
WITH AI/ML & RPA

TECHNOLOGY SOLUTIONS TO
POWER YOUR BUSINESS

COST EFFECTIVE
DELIVERY LOCATIONS

FLAWLESS OMNICHANNEL
DELIVERY

FRONTLINE CX
MANAGEMENT PLATFORM

TURNING ORDINARY TOUCHPOINTS INTO
SUPERIOR CUSTOMER EXPERIENCES

WWW.ECLERXCUSTOMEROPERATIONS.COM

INQUIRIES@ECLERXCUSTOMEROPERATIONS.COM

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