Category: Infographics

Survey Results: How Contact Center Outsourcers Compete, Manage Staff and Work With Clients

Five9 recently surveyed leading, US-based contact center outsourcers, revealing interesting insight into how outsourcers compete, manage staff and work with clients. To review the survey data in more detail, scroll through the infographic below or download it here.
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What’s Your Contact Center’s Path? [INFOGRAPHIC]

For contact centers, there are two well-traveled paths into the world of efficient, effective customer engagement. There’s the outbound path, and the inbound path. You might travel one, the other, or both.

Follow the infographic guide below to find your way through Contact Center Depot and discover new opportunities to do things better, and find tools that can help.

Click image to enlarge, or click here to download your own copy of the Yes You Can! INFOGRAPHIC Guide.

Yes_You_Can

Looking for more helpful guides?
Download 7 best practices and 10 powerful tools that organizations can use to grow faster.

Bridging the Multichannel Customer Service Gap [INFOGRAPHIC]

Parts of this post were originally posted on the Zendesk blog here.

Consumers feel that companies are failing to provide a seamless, integrated, and consistent customer service experience across all channels, especially as more and more shoppers use multiple devices to make purchases and seek help. This Zendesk infographic explores the gap between consumer expectations and what shoppers experience in the real world.

Bridging the gap


Image originally posted on Zengage, the Zendesk blog

In Simple Terms – The Difference Between CRM & Contact Center Software – INFOGRAPHIC

CRM and Contact Center Software are two different software solutions that not only address disparate customer needs, but also work better together. However, there is often confusion about one versus the other; a survey conducted by Harris Interactive found that 87% of adults don’t know the difference. So, where does one begin and the other end?

Well, here it is in simple terms:

Want to see the full infographic? Click here.

Want to dig even deeper? Download the CRM & Contact Center Software: Better Together Resource Guide here, which includes a list of recommended reading materials and blogs to follow.

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RESEARCH: Why 60 Percent of Companies Don’t Offer Social Customer Care

Social Customer Care ResearchBy Sarah Stealey Reed, content director and senior analyst at ICMI

In 2012, Gartner made a bold statement about social media customer service. “Organizations that refuse to communicate with customers by social media will face the same level of wrath as those that ignore today’s basic expectation that they will respond to emails and phone calls.”

Now, there is no denying that social media is an integral part of our culture. Continue reading

2013 Contact Center Report

Today’s modern consumers have incredibly high customer service expectations. And, if those expectations are not met, consumers not only stop doing business with a company, they become enraged and retaliate.

AngryGuy

At Five9 we worked with Harris Interactive on a study; we asked more than 3,000 US adults about their customer service expectations and how they feel and behave if those expectations are not met. The data proved to be very interesting…

  • When consumers have an important customer service need, 70% will first call a company on the phone for help

There are several triggers that cause consumers to become violent, enraged, or very frustrated when they call a company for customer service, these include:

  • Speaking with a rude customer service representative (60%)
  • Not reaching a live person when calling a company for support (48%)
  • Getting disconnected (44%)
  • Explaining their issue more than once (40%)
  • 85% of consumers will retaliate, in some way, against a company if their customer service needs are not met
  • 74% of consumers said they would be more forgiving when a company couldn’t resolve their problem over the phone if the agent they were speaking with was respectful

These are just some highlights from the research; you can download the full Five9 2013 Contact Center Report here.

View a presentation of the results here.