Aspect Release Their 5th Annual Consumer Index Report

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Filed under - Contact Centre News,

We’ve all been there; we need to interact with customer service and we just want to get it done right. We want to be sure that the issue is resolved correctly.

For most of us, it’s actually more than speed, convenience and personalization.

Without going out on a limb, I bet your customers feel the same way. But what else is important to your customers?

If this is a question that you’re asking yourself, make sure you check out the Aspect Consumer Index 2020.

Aspect recently conducted a national study of 1,100 Americans aged 18-74 in partnership with Farrell Insight to better understand customer experience sentiment across a variety of customer service and contact centre interactions.

In doing so, the report found lots of interesting results, gathering lots of data and details around these key findings:

  1. Customers want effective experiences
  2. Providing great services increases revenue
  3. Customers want relevant outbound communications
  4. Self-service works for simple tasks
  5. Customers prefer happy agents

Spoiler alert: The results might surprise you!

Plus, don’t miss your chance to take Aspect’s quiz and find out your Customer Experience (CXIQ).

To download the report, follow the link: Aspect Consumer Index 2020

This news story has been re-published by kind permission of Aspect Software – View the original post

Published On: 4th Sep 2020
Read more about - Contact Centre News,

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