The results of our 7th Annual Consumer Index report are in.
As a part of our ongoing desire to report on current customer experience sentiment across a variety of customer service and contact centre interactions, Alvaria, in partnership with Farrell Insight, conducted a national study of over 1,000 consumers across a wide range of demographics and industries.
The attitudes and preferences expressed throughout this survey provide insightful detail into how businesses must evolve to keep pace with consumers' expectations for service.
The 2022 report contains discerning intelligence including these key takeaways:
Customers want it to be easy to speak to a live agent – Frustrations are up 8% – Is it impacting your bottom line?
Consumer confidence has plummeted across all channels – find out why it’s down 20%
The most popular channels, voice and chat are up 8% and 7% respectively
Customers are demanding human interaction for complex tasks – Up 13%
Effectiveness is the most important customer experience component for the 3rd year in a row
Optimise your normal and repetitive operational activities and automate these error-prone tasks—improving accuracy, efficiency and consistency with robotic process automation (RPA). With an RPA solution in place, contact centre teams can focus on higher value tasks while creating better experiences for customers and agents.
Learn more about the value of embracing RPA and the key differentiators Alvaria Automate can provide your business.
Accelerate ‘22 is the fastest way to get updates on our product roadmap, executive perspective with thought leadership sessions, tips and tricks to get the most out of your investment, success stories, use cases, company announcements and more!
Register now to get unlimited access to all our upcoming sessions including:
Consumer Index Report 2022 | 7th Edition, Tuesday, November 1st, 11:00 AM EDT / 8:00 AM PDT
The Reliance on Identity in an Increasingly Digital World, Wednesday, November 10th, 9:00 AM EDT / 2:00 PM BST
Enhancing Team Cohesion, Tuesday, November 15th, 10:30 AM EST / 7:30 AM PST
New sessions are added regularly, plus we have a wide variety of on-demand sessions.
Over the last decade, Millennials and Gen Z have entered the workforce with a “digital tether,” bringing with them massive change to business cultures and practices.
Each generation has distinctive learning styles. What appeals to Millennials employees may not drive Gen Z employees. With Gen Z being the youngest cohort in the market that have grown up in a completely digital age you don’t want to lose them to processes that don’t resonate or set them up for success.
Have you ever wondered what benefit a best-of-breed workforce management solution can have on operational savings?
An enterprise cloud contact centre (ECCC) is a set of best-of-breed applications for the large contact centre that can be configured and deployed to fit your specific needs. Would you be surprised to hear that an ECCC often pays for itself for centers with 150 agents or more?
Learn more about the benefits of an ECCC, run the numbers and see how much you can save.