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Contact centre interaction 'key to brand'
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Good interaction with a contact centre can lead to people strongly advocating the company's brand, according to latest research. A study by market researcher GfK NOP Consumer shows almost half of respondents would be more loyal to a business with which they have had a positive experience and 23 per cent would recommend the organisation to other people. It highlights the importance of the contact centre to younger consumers, with 51 per cent of 16 to 24 year olds stating they would definitely tell someone about a negative experience, compared to 38 per cent of 45 to 54 year olds. Dr Max Blumberg, customer management strategist and visiting researcher at the University of London, suggests this is important news for companies and they need to understand how contact centre services can be critical to improving brand value and driving up repeat purchasing sales. "Yet even though the importance of customer service is well established many companies invest more in innovative product development and pricing strategies," he added. Recent research market research company Genesys indicated personalisation is key to the role of the contact centre. The company recommended businesses undertake an intelligent customer front door approach. Azzurri is helping organisations make their contact centres work better with a focus on multimedia blended contact centres.  |
Azzurri provides leading technology and customised software to make your contact centre work better. Ofcom compliance is our forte!