Contact Babel Report – Self-Service Chapter December 2019/20
Your customers are more impatient than ever. This isn’t surprising when you consider that 87% of the UK population has a smartphone in their hand (according to Deloitte research). People have grown accustomed to getting instant answers and resolutions to every need, question and concern.
When so much data rests under your fingertips, contact centre experiences can feel rather retrograde. Instead of getting an answer in seconds, customers may have to wait several minutes and navigate a tangled IVR system before they ever get to an agent. A recent survey by Which magazine found that 95% of customers expect to connect to an agent within 2 minutes. Download the report to read more……..