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General

UK, US consumers want smarter contact centres - survey

Monday 4 March 2013 | 13:53 CET | News
Seventy percent of UK and US consumers believe they often know more about the products and services they're enquiring about than the contact centre agent dealing with their call, according to research released by BT and Avaya. It found that 80 percent of consumers thought agents struggled to answer their questions and 85 percent believed they'd been put on hold because agents didn't know what to say. Over three quarters (78%) of consumers say that they only buy from businesses that make it easy for them to deal with and a third believe convenience is more important than price. Additionally,

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Categories: General
Companies: Avaya / BT
Countries: United Kingdom / United States
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