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ContactEngine is Now Part of NICE: Re-inventing Proactive Conversational AI Together

Insights: Whitepaper
Why Call Centers Continue to Frustrate Customers
by Euan Matthews

Call Centers play a vital role in customer satisfaction – so why do 75% of customers leave call center interactions frustrated?

Our research explores why customers feel their needs are not being met.

Content

  • Introduction
  • Measuring Call Center Performance
  • The Deficiency in Call Centers
  • Conclusion

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Solutions in your sector

Telcos

Enabling a differentiated experience throughout the end-to-end customer journey for the world’s largest telcos

Utilities

Reducing churn with better customer engagement across sales, onboarding, retention and regulatory compliance

Insurance

Improving customer and agent experience through automation of onboarding, in-life customer care and loss prevention

Logistics

Ensuring right-first-time delivery and installation of complex and large item deliveries

Retail/Major Appliances

Improving customer engagement to ensure right-first-time delivery and repair through proactive conversation

Automotive

Managing and improving customer conversations across complex networks of manufacturers, dealers and customers

Government

Transforming the citizen experience across federal and state government agencies

Retail Banking

Improving lending and mortgage journeys and making day-to-day banking easier for your customers

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