×

We'd like to learn a bit more about you before downloading this whitepaper.

First Name
Last Name
Company
Job Title
# of Agents
Do you currently have speech analytics?
Phone Number
Country
State
Thank You!
Error - something went wrong!
   

The US CallMiner Churn Index 2020

Two years ago, we commissioned a survey to find out why US consumers leave providers. What we uncovered was a switching epidemic – with call centers playing a pivotal role in whether consumers stay loyal or decide to switch.

This year, we repeated the exercise to see what’s changed. We expected to see that churn rates were significantly higher. We also anticipated seeing increased levels of automated interaction, with a decline in the use of the phone to contact providers.

But what we found was very different.

Despite encouragement to switch, consumers would rather stay loyal!

Our findings uncovered how important it is for providers to:

  • Understand emotion and empathy
  • Have empowered, intelligent ‘super-agents’
  • Run effective automatic self-service channels

In order to keep happy and loyal customers.

Download the report to find out why.

No Previous Flipbooks

Next Flipbook
The US Inner Circle Guide to First-Contact Resolution
The US Inner Circle Guide to First-Contact Resolution

Nothing about first contact resolution is simple. This report will help you measure it accurately, balance ...