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Research Reveals Major Fault Line Separating the Board Room, Marketing Suite, and Contact Center Threatens Customer Experience
New research reveals critical areas where organizations are falling short in addressing today’s growing expectations and demands for smart customer service. The study identified a number of key challenges that threaten organizations ability to provide “smart” customer service. These include:

  • Companies are using new channels to support customer engagement, but they don’t understand how and why customers are using those channels.
  • Customer service and the contact center are still not viewed as having strategic importance.
  • Marketing and customer service investment decisions remain siloed, at the expense of the customer experience.
  • Support Metrics Snapshot: How Contact Centers are Performing in 2012
    SupportIndustry.com's 2012 Service and Support Metrics survey represented a perfect trifecta: support performance increased overall, as its complexity continued to increase, and as an increasing amount of this support volume continues to migrate to support channels other than the phone. Key findings from the survey include:

  • Average speed to answer for phone-based support: A whopping 70.2% answer the phone in 30 seconds or less, nearly double 2011's rate of 37%. At the other end of the spectrum, 7.9% wait more than a minute - less than a third of 2011's rate of 22.8%, but more than twice the 3.2% in 2009.
  • Average speed to answer for e-mail support: Nearly a third of respondents (30.6%) answer e-mails within one hour, and over three-quarters (75.1%) respond within six hours. Just two respondents (1.9%) state that they take over 24 hours to respond.
  • Average hold time: 65.3% of respondents have hold times of a minute or less, slightly more than 2011's figures of 58%. The percentage of those with no hold time at holds steady at 21.9% this year, while 79.9% pick up within two minutes.
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