The two sides to the Customer Experience story

In this latest installment of NICE inContact research, in conjunction with MaritzCX, we surveyed businesses with call center operations of all sizes on the same customer experience topics we previously surveyed among a broad group of consumers.

The combined results of those two waves of research tell a very revealing, two-sided story of current state customer experiences and expectations for emerging omnichannel services.

Key findings include:

  • Your customer service isn’t as good as you think
    • Agent-assisted service – 18% gap
      • Business rating 63% success
      • Consumer rating 45% success
    • Self-service experience – 13% gap
      • Business rating 52% success
      • Consumer rating 39% success
  • More customers still prefer agent-assisted phone calls
    • Over 50% of businesses offer all agent-assisted and self-service channels—online chat/video, SMS, social media—though most customers still rely heavily on inbound/outbound phone calls for fastest resolution.
    • Businesses misalign with customers on personalization
      • 21% of consumers studied rate personalized service a top priority compared to 13% of businesses
      • Businesses and customers agree that companies should direct customers to the channel that resolve their situation in the quickest way

        A Few of Our Customers




        Speaker 1

        Patrick Russell

        Senior Manager Product Marketing - inContact

        With a passion for technology and finding new ways to make customers happy, Patrick has spent the last 15 years in leadership positions within the contact center industry. With more than a decade managing various aspects of large multi-site operations with seat sizes ranging from 500 to 3,000 he has developed a deep understanding of what works, and what doesn’t. Patrick has spent the last 4 years working on the software side of contact centers with a focus on Workforce Optimization tools and improving the agent and customer experiences.

        Speaker 2

        Patrick Russell

        Senior Manager Product Marketing - inContact

        With a passion for technology and finding new ways to make customers happy, Patrick has spent the last 15 years in leadership positions within the contact center industry. With more than a decade managing various aspects of large multi-site operations with seat sizes ranging from 500 to 3,000 he has developed a deep understanding of what works, and what doesn’t. Patrick has spent the last 4 years working on the software side of contact centers with a focus on Workforce Optimization tools and improving the agent and customer experiences.

        Speaker 3

        Patrick Russell

        Senior Manager Product Marketing - inContact

        With a passion for technology and finding new ways to make customers happy, Patrick has spent the last 15 years in leadership positions within the contact center industry. With more than a decade managing various aspects of large multi-site operations with seat sizes ranging from 500 to 3,000 he has developed a deep understanding of what works, and what doesn’t. Patrick has spent the last 4 years working on the software side of contact centers with a focus on Workforce Optimization tools and improving the agent and customer experiences.

        call

        Call us at 866-965-7227 to talk to a NICE inContact Sales Rep

        Call
        Chat

        Live chat with a NICE inContact Sales Rep

        Chat
        Quote

        Learn more about our solutions

        Quote