Chief organiser Tony Estanguet says the goal is to organise a 'spectacular but also more responsible Games which will contribute towards a more inclusive society'
The study, which surveyed hundreds of contact centre managers and consumers globally, found that the consumers surveyed believe it takes six different interactions to resolve an issue, while the surveyed contact centre managers believe it takes only one to two touchpoints.
Customer experience with contact centres has worsened over the last two years despite investments in new engagement channels, said the study from BoldChat by LogMeIn and Ovum.
The study revealed that the disconnect could be largely due to the fact that 72 per cent of consumers surveyed search for information online before contacting an agent, but the majority of contact centre managers surveyed (52 per cent) do not track digital behaviour.
The increased disappointment with customer experience is threatening customer loyalty, sustainability and revenue growth: 82 per cent reported they would stop doing business with a company following a bad experience.
While 86 per cent of consumers reported using five-plus channels for support, 43 per cent of consumers noted that they believe access to agents has worsened over the last two years, with 50 per cent citing frustration with automated response systems.
Modes of resolution
While 68 per cent of participating consumers still believe phone calls provide the highest odds of resolution, 78 per cent would choose a channel other than voice if they were convinced a resolution on the first attempt would be likely. In line, 60 per cent of consumers reported wanting organisations to improve access to web support channels, including social media, communities and live chat.
"Today's always-connected customer expects immediate access to information, and fast, efficient and frictionless service," said David Campbell, vice-president, customer engagement and support solutions, LogMeIn.
Additionally, the report provides insights into how consumers prefer to engage with brands. These include increased adoption of live chat: The use of live chat has increased from 33 per cent in 2014 to 44 per cent today. Among the consumers interviewed, live chat ranked as the third-most popular way to resolve an issue and was viewed as the fastest way to get a response.
- issacjohn@khaleejtimes.com
Chief organiser Tony Estanguet says the goal is to organise a 'spectacular but also more responsible Games which will contribute towards a more inclusive society'
Hag will hopeful Luke Shaw, Anthony Martial and Lisandro Martinez will return before the season's end
The menu is designed to showcase a diverse array of India's most popular snacks
Nadal scores crushing straight-set win over American teenager Darwin Blanch as Rublev ends four-match losing streak
As a thermostatic shower mixer, Jaquar Qloud offers perfect regulation over temperature, water flow volume, and shower mode selection
The England star smashed nine sixes and eight fours in his 48-ball 108 as the Kings eclipsed the previous record set by South Africa who overhauled a target of 258 by the West Indies in 2023
Fatima was diagnosed with autoimmune hepatitis, a condition where the body's immune system attacks liver cells
The announcement follows a difficult spell for the royal family after both Charles and his daughter-in-law Catherine, revealed that they had cancer