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Verint Experience Index Benchmarks Contact Center Experience and Its Impact on the Omnichannel Customer Journey
MELVILLE, N.Y., December 11, 2019 –Which brands get top marks from consumers when it comes to contact center experience? Allstate, Bank of America, Cox, Kaiser Permanente, and T-Mobile took the top spots in their industries based on a survey of 6,338 consumers. The resulting research also finds that companies can save more than one million dollars per one million calls by increasing the success of their digital, self-serve options by 25 percent.
The results were announced today by Verint®Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company™, based on the latest Verint Experience Index™, which benchmarks customer satisfaction with the contact center experiences of 25 leading brands in the banking, health insurance, property/casualty insurance, cable and telecom sectors. The brands’ Net Promoter Scores®were also factored in compiling the rankings.
For more than a decade, the Verint Experience Index (VXI) has chronicled digital and omnichannel experiences across key industries, from retail to utilities to government (previous editions were published as the ForeSee Experience Index). The latest VXI, based specifically on the telephone contact experience, measures four key drivers that impact a caller’s overall satisfaction with their contact center experience: accessibility in reaching an agent, request resolution, sales-service representative, and voice clarity and quality. Allstate was the only brand to rank first in all four drivers while Bank of America, Spectrum and Humana each ranked first for three out of four drivers.
The Index also uncovers key findings underscoring the impact of consumer contact-center satisfaction on the overall omnichannel customer journey, including the correlation between issue resolution and switch consideration/churn rates, increase in self-service and hundreds of thousands of dollars in savings, and the connection between great experiences and the likelihood to recommend the brand.
Self-service success=one million dollars in savings
Reinforcing the omnichannel nature of the customer journey today, nearly half of consumers engaged in a digital experience prior to calling the co
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