Market Conditions etc. Flashcards
1
Q
What percentage of organizations have a fully connected omnichannel approach?
A
13%
2
Q
What the average contact center turnover?
A
32%
3
Q
True or False: 86% of consumers feel a company is only as good as its service
A
true
4
Q
What are the top 3 most valued traits in a customer service interaction?
A
- Speed
- First interaction resolution
- Proffesionalism/friendliness
5
Q
Which region has the highest CX expectations?
A
North America
6
Q
What percentage of consumers stopped using a compnay because of a negative experience?
A
31%
7
Q
What type of personalized experiences are most valuable to most consumers?
A
- Right services right channel
- being connected with the right personstraight away
- Being offered product and services customized to my needs
8
Q
How much does genesys invest in R&D annually?
A
Over 250 MM
