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2013 Cloud Contact Center Report
www.five9.com
If customer service expectations are not met, not only do consumers stop doing
business with a company, they get frustrated, become enraged, and retaliate.
www.five9.com
Consumers prefer phone support over in store customer service… Why?

don’t want to
interrupt what
they are doing
at home

said driving and
parking are
hassles

don’t like
standing in line,
it makes them
tired and
irritated

of 18-34 year
olds don’t have
the time to visit
a store

www.five9.com
60%
of consumers
say speaking

with a rude
customer
service

representative
makes them
enraged

www.five9.com
85%

will stop doing
business with a
company

of consumers
will retaliate

against a
company if their

of women will
ask to speak
with a
manager,
immediately

customer service

needs are
not met.

of 18-34 year
olds will vent
their frustration
on social media

www.five9.com
93% of consumers would be more forgiving when a company couldn’t resolve their
problem over the phone, if the person they were speaking with
had at least one of the following attributes:

www.five9.com
www.five9.com
Tips for Calming Customer Rage
Empower customer service agents with the right
information before the conversation even starts. Use
the latest contact center software technology to push
key details, like who is calling and their product or
service history, right to the agent desktop before the
agent picks up the phone.
Hire the best customer service agents, no matter
where they are located. With the latest cloud contact
center technology, highly qualified agents only need a
browser and headset to provide exceptional service to
customers.
Use technology to support “moments that matter.”
Use the latest call capabilities to ensure valued
customers get routed to the most qualified, skilled
agent available to address their needs.
Constantly learn from customer interactions.
Recording and reviewing customer calls with agents on
a weekly, monthly, or quarterly basis helps identify
areas of improvement.

www.five9.com
Download Full Report

About Five9
Five9 is the leading provider of cloud contact center solutions, bringing the power of the cloud to thousands of customers
worldwide and facilitating more than three billion customer interactions annually. Since 2001, Five9 has pioneered the cloud
delivery model, helping contact centers of every size transition from premise-based solutions to the cloud. Five9’s unparalleled
expertise, technology, and ecosystem of partners helps businesses take advantage of a secure, reliable, scalable cloud contact
center solution to create exceptional customer experiences, increase productivity and boost revenue. For more information visit
www.five9.com.
About the Harris Interactive Survey
This survey was conducted online within the United States by Harris Interactive on behalf of Five9 between September 25-27,
2013 among 3,014 US adults age 18 or older. This online survey is not based on a probability sample and therefore no estimate
or theoretical sampling error can be calculated.

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Contact Center Report 2013: Customer Experience

  • 1. 2013 Cloud Contact Center Report
  • 3. If customer service expectations are not met, not only do consumers stop doing business with a company, they get frustrated, become enraged, and retaliate. www.five9.com
  • 4. Consumers prefer phone support over in store customer service… Why? don’t want to interrupt what they are doing at home said driving and parking are hassles don’t like standing in line, it makes them tired and irritated of 18-34 year olds don’t have the time to visit a store www.five9.com
  • 5. 60% of consumers say speaking with a rude customer service representative makes them enraged www.five9.com
  • 6. 85% will stop doing business with a company of consumers will retaliate against a company if their of women will ask to speak with a manager, immediately customer service needs are not met. of 18-34 year olds will vent their frustration on social media www.five9.com
  • 7. 93% of consumers would be more forgiving when a company couldn’t resolve their problem over the phone, if the person they were speaking with had at least one of the following attributes: www.five9.com
  • 9. Tips for Calming Customer Rage Empower customer service agents with the right information before the conversation even starts. Use the latest contact center software technology to push key details, like who is calling and their product or service history, right to the agent desktop before the agent picks up the phone. Hire the best customer service agents, no matter where they are located. With the latest cloud contact center technology, highly qualified agents only need a browser and headset to provide exceptional service to customers. Use technology to support “moments that matter.” Use the latest call capabilities to ensure valued customers get routed to the most qualified, skilled agent available to address their needs. Constantly learn from customer interactions. Recording and reviewing customer calls with agents on a weekly, monthly, or quarterly basis helps identify areas of improvement. www.five9.com
  • 10. Download Full Report About Five9 Five9 is the leading provider of cloud contact center solutions, bringing the power of the cloud to thousands of customers worldwide and facilitating more than three billion customer interactions annually. Since 2001, Five9 has pioneered the cloud delivery model, helping contact centers of every size transition from premise-based solutions to the cloud. Five9’s unparalleled expertise, technology, and ecosystem of partners helps businesses take advantage of a secure, reliable, scalable cloud contact center solution to create exceptional customer experiences, increase productivity and boost revenue. For more information visit www.five9.com. About the Harris Interactive Survey This survey was conducted online within the United States by Harris Interactive on behalf of Five9 between September 25-27, 2013 among 3,014 US adults age 18 or older. This online survey is not based on a probability sample and therefore no estimate or theoretical sampling error can be calculated.

Editor's Notes

  1. of 18–34 year olds don’t have the time to visit a store
  2. In fact, • Respectful(74%)• Knowledgeable(69%) • Friendly(57%)• Patient(53%)• Sympathetic(49%)