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Key Takeaways
Voice Channel Dominance: The voice channel remains dominant in customer interactions, accounting for 64% of all interactions.
Customer Frustration: Increased speed-to-answer times are driving customer frustration, rising from 16 seconds in 2004 to 116 seconds by the end of 2023.
Issue Complexity: The complexity of customer issues has increased, leading to an average call duration that has grown by three additional minutes over the past 20 years.
Declining Satisfaction: Despite advancements in technology and understanding customer needs, customer satisfaction scores have decreased.
Customer Vulnerability: Vulnerability among customers is significant, with 56% of the UK population identified as potentially vulnerable.
Coaching Challenges: Team leaders and agents often lack the necessary time for coaching and development due to competing priorities, impacting morale and performance.
Workforce Shift: The proportion of remote or hybri...
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