I just read through my copy of the Genesys State of Customer Experience Research report. Actually, I devoured this report because of the large amount of CX data and the insights it provides. (Get your own copy here.) I want to share a bit of the data and what we think the data means for the CX industry — customer support contact centers in particular.
Insight 1: You need to know the truth. When asked to rate their own effectiveness in serving customers, even industries that consistently perform below average rate themselves much higher than their own customers report. Unless you have the right set of KPIs, properly measure the data, and act on the data to improve performance, you will not beat your competitors. You can learn more about this by downloading our complimentary white paper, Genesys Reporting: What You Don’t Know Can Hurt You.
Insight 2: Customers highly value first-call resolution. You need to align your CX strategy with the actions that matter most to customers. And, as the chart below indicates, they care most about getting their issue resolved on the first call. Yet, the Genesys survey shows that only 20% of customer care executives, 15% of marketing executives and 13% of IT executives believe that first-call resolution is what customers value most. As mentioned in the above paragraph, you need to know the truth about customer expectations, and then act accordingly. [Read more…]