A Few of Our Favorite Articles, Reports + Books 

2020 Contact Center Challenges + Priorit
The Emotion Connection (ContactCenterPip
2019 HBR How to Keep Employees Connected

Interesting Stats + Facts

  • 63% of organizations are planning to invest in the expansion of their training programs.  (Deloitte)

  • 53% of organizations are planning to implement or expand work from home programs or other flexible work arrangements.  (Deloitte)

  • 66% of respondents recognize that accuracy and quality of information as the most important customer experience attribute for future interactions within contact centers, followed by ease of interaction at 62%.  (Deloitte)

  • More than 80% of respondents state that improving the customer's experience is the most important strategic objective and driver of investment for contact centers.  (Deloitte)

  • 31% of organizations expect to be using video chat in 2 years for an average of 8% of their interactions.  (Deloitte)

  • Social media will account for 9% of total contact center contacts in 2019.  (Deloitte)

  • The phone is expected to only account for 47% of contacts in 2019, falling from 64% in 2017.  (Deloitte)

  • 33% of organizations plan to invest in robotics and process automation in the next two years. (Deloitte)

  • 93% of Consumer & Industrial Products (C&IP) executives expect their contact volume to remain constant or increase in the coming two years.  (Deloitte)

  • 35% of inquiries that begin through other channels, eventually escalate to voice.​​ (Aberdeen Group)

  • Businesses that adopt omnichannel strategies achieve 91% greater year-over-year customer retention rates compared to businesses that don't.  (Aspect Software)

  • 85% of companies that do customer journey mapping, said it was delivering a positive impact (36% extremely positive).  71% said the process led to an increase in satisfaction levels.  29% of businesses perform customer journey mapping exercises on an annual basis.  (Customer Journey Mapping Research Report, MyCustomer)

  • 21% would switch banks today if it were as easy as switching cell providers.  (Foresee Experience Index - Banking Report)

  • A 2% increase in customer retention has the same effect as decreasing costs by 10%. (Leading on the Edge of Chaos, Emmet Murphy and Mark Murphy )

  • 77% of people say that valuing their time is the most important thing a company can do to provide them with good service. (Forrester Research)

  • 76% of consumers say they view customer service as the true test of how much a company values them. (Aspect Consumer Experience Survey)

  • 77% of US online adults say that valuing their time is the most important thing a company can do to provide them with good service. (Contact Centers Must Go Digital or Die, Forrester Research)

  • By 2020, the average person will have more conversations with bots than with their spouse.  (Gartner)

  • 62% of global consumers have stopped doing business with a brand or organization due to a poor customer service experience.  60% of consumers have higher expectations for customer service now than they did just one year ago. (Microsoft Global State of Multichannel Customer Service Report)

  • By 2020, customer experience will overtake price and product as the key brand differentiator.   86% of buyers would pay more for a better customer experience.  (Walker Info – Customers 2020: A Progress Report)

  • 62% of companies view customer experience delivered by the contact centers as a competitive differentiator.  (Deloitte)

  • 56% of global consumers say they have higher expectations for customer service now than they had just one year ago. (Microsoft)

  • By 2016, 89% of companies expect to compete mostly on the basis of customer experience, versus 36% four years ago.  (Gartner)

  • 45% of consumers say a lack of interest in customer satisfaction is the biggest obstacle preventing companies from providing the ideal customer experience. Only 14% of consumers believe it’s inadequate technology. (Economist Intelligence Unit Creating a Seamless Customer Experience Report)

  • $41 billion is lost by U.S. companies alone each year due to poor customer service.  (NewVoiceMedia)

  • 87% of customers think brands need to put more effort into providing a seamless experience. (Zendesk)

  • Maximizing satisfaction with customer journeys has the potential not only to increase customer satisfaction by 20% but also to lift revenue by up to 15% while lowering the cost of serving customers by as much as 20%. (McKinsey)

  • Satisfaction on customer journeys is 30% more predictive of overall customer satisfaction than measuring happiness for each individual interaction.  (McKinsey)

  • Repeat buyers spend 33% more than new ones, and just 20% of existing customers account for 80% of a company’s future profits.   (CMO)

  • When it comes to sales, the probability of selling to an existing happy customer is up to 14 times higher than the probability of selling to a new customer. (Marketing Metrics: The Definitive Guide to Measuring Marketing Performance)

  • A higher percentage of call center clients accessed the Employee Assistance Program relative to national averages in all workforce sectors (7% vs. 5%). Call center clients are more likely to report emotional and stress problems (15% vs. 11% average).  Call center clients are more likely to report high-stress levels (42% vs. 37% avg).  (Shepell-fgi)

  • A recent study of Canadian Contact Centers found 14% of Customer Service Representatives (CSRs) exhibited high levels of stress – 10% high levels of depression – and 1% possibly reaching a suicidal state.   Customer Service & TeleSales appear in the “Top 20” jobs exhibiting high suicide rates.  (CDC)