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US CallMiner Index: Consumers Switch By Sector, The Reasons and the Impact of Call Centers

September 24, 2018

Avoidable customer churn is costing US businesses $136 billion a year. CallMiner surveyed 1,000 US adults to find out why consumers contact suppliers, how they were feeling when they contacted a call centers and which communications channels they preferred. What we uncovered is a switching epidemic – and that call centers play a pivotal role in whether consumers stay loyal or decide to switch.

 

Read complete results from this survey to learn:

  •  Which industries consumers are switching the most
  •  The reasons why customers say goodbye
  •  Why call centers are key for consumer loyalty
  • Why listening and empathy are keys to success
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Speech Analytics: Dial into Happy Customers, Better Compliance, and Greater Efficiency
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