Here’s how to increase engagement to drive contact center agent performance and improve customer experience.
The importance of contact center agent performance can’t be understated. Our team at Remedy Management a research study of more than 2,100 consumers in the United States and the United Kingdom to uncover the top customer service trends and the latest customer support trends, and the findings are clear: Poor customer experiences are hurting customer retention and loyalty, and, more than ever, effective customer support teams are becoming a competitive advantage.
Why Contact Center Agent Performance Matters
When contact center agents are empowered to deliver results, they do. Positive customer service experiences, the result of your team’s collective efforts, can lead to repeat purchases and longer-term brand loyalty. On the flip side, poor customer service experiences have the opposite effect, harming customer retention, likelihood to purchase, and loyalty.
#1: Customer service is a critical factor that drives likelihood to purchase, brand loyalty, and customer retention
- 97% of consumers across the US and UK say that they would keep doing business with companies that transform poor experiences into positive ones by fixing their problems ASAP
- 95% of consumers across the US and UK say customer service is a major factor/somewhat of a factor they consider when making purchases from brands
- 84% of US and UK consumers say that when a customer service team member solves an issue for them, they feel more emotionally connected to the brand
#2: Brands can’t afford the cost of poor customer experience — customer churn and declining customer loyalty
- 67% of US and UK shoppers say they would no longer do business with a brand if they experience 2-3 poor customer service interactions
- 60% of consumers across the US and UK say that they will stop buying from a brand after just one poor customer service experience
- 53% of consumers say they have switched brands because of a poor customer experience