Aspect Release Their 5th Annual Consumer Index Report Related Articles Zendesk Releases Annual CX Trends Report FCA Consumer Duty: What You Need to Know and How to Get Ready Definition: Contact Centre Jargon and Terminologies Poly Release New Hybrid Working Report © masterzphotofo - Adobe Stock - 306938464 218 Filed under - Contact Centre News, Alvaria 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: Customers want effective experiences Providing great services increases revenue Customers want relevant outbound communications Self-service works for simple tasks 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 Author: Guest Author Published On: 4th Sep 2020 Read more about - Contact Centre News, Alvaria Recommended Articles Zendesk Releases Annual CX Trends Report FCA Consumer Duty: What You Need to Know and How to Get Ready Contact Centre Jargon and Terminologies Poly Release New Hybrid Working Report Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter