B2B companies' top goals B2C companies' top goals ... - Zift Solutions
Customer satisfaction close to guaranteed. Unify contact-center and customer-engagement efforts to improve customer satisfaction.
Organizations that put collaborative solutions at the core of their customerengagement strategy are more likely to lead.
B2B companies’ top goals for investing in customer-engagement initiatives:
91%
89%
Retain existing customers.
Improve customer satisfaction.
83%
73%
Increase top-line revenue.
Increase net-new customers.
B2C companies’ top goals for investing in customer-engagement initiatives:
89%
88%
Retain existing customers.
Improve customer satisfaction.
82%
68%
Increase top-line revenue.
Increase net-new customers.
Put an end to desktop chaos. You can have the best product and an even better marketing campaign. But if a customer calls and your reps don’t have the right information—let’s just say it’s not good for business.
70%
of customers choose alternative companies if an expert is not present during an initial product inquiry.
37%
of businesses cite disconnected and complex agent desktop processes as a key obstacle to contact-center efforts.
26%
of an agent’s time in an average contact center is spent using multiple screens to look for information across systems. If hourly pay is $13 per hour, that amounts to $5,300 per agent per year.
In a contact center with 400 employees, that’s $2.1 million per year.
Dial up productivity, revenue, and effectiveness. Companies using unified agent desktop technology see increases in productivity and revenue: With customers engaging with brands and employees across multiple channels, the companies that effectively bring people and information together at the right time are seeing real results.
41% 74%
increase in agent productivity
increase in annual company revenue
Find out more > © 2015 Cisco and/or its affiliates. All rights reserved. Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. (1110R) Aberdeen, “Next Generation Customer Experience Management,” March 2013. Aberdeen, “Customer Analytics: Leveraging Big Customer Data to Achieve Big Results,” June 2012. Ovum, “Intelligence in action: Business benefits of a smart agent desktop,” 2014. Aberdeen Group, “Multi-Channel contact center: Delight customers where they live,” November 2012.
Organizations that put collaborative solutions at the core of their customerengagement strategy are more likely to lead.
B2B companies’ top goals for investing in customer-engagement initiatives:
91%
89%
Retain existing customers.
Improve customer satisfaction.
83%
73%
Increase top-line revenue.
Increase net-new customers.
B2C companies’ top goals for investing in customer-engagement initiatives:
89%
88%
Retain existing customers.
Improve customer satisfaction.
82%
68%
Increase top-line revenue.
Increase net-new customers.
Put an end to desktop chaos. You can have the best product and an even better marketing campaign. But if a customer calls and your reps don’t have the right information—let’s just say it’s not good for business.
70%
of customers choose alternative companies if an expert is not present during an initial product inquiry.
37%
of businesses cite disconnected and complex agent desktop processes as a key obstacle to contact-center efforts.
26%
of an agent’s time in an average contact center is spent using multiple screens to look for information across systems. If hourly pay is $13 per hour, that amounts to $5,300 per agent per year.
In a contact center with 400 employees, that’s $2.1 million per year.
Dial up productivity, revenue, and effectiveness. Companies using unified agent desktop technology see increases in productivity and revenue: With customers engaging with brands and employees across multiple channels, the companies that effectively bring people and information together at the right time are seeing real results.
41% 74%
increase in agent productivity
increase in annual company revenue
Find out more > © 2015 Cisco and/or its affiliates. All rights reserved. Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. (1110R) Aberdeen, “Next Generation Customer Experience Management,” March 2013. Aberdeen, “Customer Analytics: Leveraging Big Customer Data to Achieve Big Results,” June 2012. Ovum, “Intelligence in action: Business benefits of a smart agent desktop,” 2014. Aberdeen Group, “Multi-Channel contact center: Delight customers where they live,” November 2012.
