NICE inContact Customer Experience Transformation Study Infographic : Consolidated Technologies, Inc.

In this industry-first research, consumers shared their actual experiences with their most recent interactions with companies in 15 different industries. Consumers reported overall on 4,700 interactions across inbound/outbound calls, email, chat, social, online self-service and more. View the infographic to find out what they had to say about where companies are falling short, how technology is affecting service, and their preferences and expectations,

–
Key Findings in the Report Include:

8 in 10 consumers are willing to switch companies due to poor customer service
Less than half of consumers are satisfied with their experience, regardless of channel
67% of customers still prefer agent assisted customer service with phone, email, and online chat leading the way; only 33% prefer self-service
72% expect companies to know their purchase history regardless of method of communication (e.g. phone, chat, email)

View the infographic now!

Download the Infographic
to View the Key Findings
of the Study