If you manage or are otherwise responsible for a contact center, then these numbers should be important to you. And even though you may argue some of the finer details, the underlying story rings true. According to Forrester, only 53% of consumers are satisfied with their phone support experiences. That’s just barely over half. It is pretty obvious that many of your customers are not getting what they want in terms of customer satisfaction. Forrester also says that 75% of people seeking customer service move to another channel when online customer service fails. The number one reaction if a support request is not immediately solved is to flee. They don’t go away; they try again on another channel. And this time they're even more upset, impatient and cost you more to service.
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