Just going for any solution will not help your contact center perform the best. This slide share helps you understand what customers like and look forward to getting from a business and what initiatives can help you create exceptional CX.

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5 stats that will convince you
to make a disruptive change in
your contact center operations

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Today, businesses are competing on CX rather than product or price.
You need to
Transform your traditional
call center
Do more than just making
cold calls
Offer personalized experience
every time … WHY?

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Right contact center solution enables
In 2019, a majority of customers (49%) used 3 to 5 channels to contact customer service.
Issue resolution
across channels
Create a seamless
customer
experience

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72% of customers expect companies to know their purchase history.
Develop an
understanding of the
customer’s needs
Monitor your
customer service in
a different situation
Offer solutions
accordingly
Grow a happy
customer base

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For every 1% increase in FCR, organizations can anticipate a 1% increase in CSAT.
Improve First Call
Resolution (FCR) to
up-sell or cross-sell
Get more repeat
customer
Improve CSAT score
along with high-
retention of customers

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Two-thirds (58%) of consumers will sever a relationship with a
business due to poor customer service.
Offer quick resolution
Seamless experience
better than your
competitor

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By the end of 2020, customer experience will overtake price and
product as the key brand differentiator.
Customers are ready
to pay more for
better CX
Offer personalized
customer experience
Invest in technology &
data-driven contact
center solutions
Retain customers
& grow loyalty

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info@novelvox.com www.novelvox.com +1888544808