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September 30, 2013

Keeping Up with Your Contact Center - How Fast Can You Move?

By Allison Boccamazzo, Content Producer

Customers obviously want excellent customer service. They want to be serviced faster and more efficiently, and they expect your company and contact center agents to perfectly strike this delicate balance during every interaction. And now the stakes have been only further raised, as new research via an infographic from Ambassador shows that customers want the service cycle to be completed within only five minutes of reaching out to a company, and if about half (48 percent) don’t receive assistance in the time that is expected, they will simply abandon the company altogether.



And the statistics just keep coming. Over half of all social users will engage with brands several times a month, while 9 percent will engage with a brand on a daily basis. Even more, 42 percent of Twitter (News - Alert) users expect a company to respond to their inquiry within just one hour, and 71 percent of 16- to 64-year olds turn to the Internet to find solutions when they experience difficulty with a product.

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Edited by Ryan Sartor
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