State of Customer Service in North America 2008 |
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| Industry assessment and roadmap to excellence in single-channel, multichannel, and multiagent customer service
Event Type: Web Seminar |
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| Date: 23 April 2008 |
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Start Time: 11:00
End Time: 12:00
Time Zone: PST |
City: Mountain View |
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Venue: eGain Headquarters |
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In a 2007 enterprise survey, 77% of respondents agreed that customer service played a primary role in their business value proposition. Yet, when eGain assessed the “state of the industry” by evaluating the choice, responsiveness, quality, consistency and capabilities offered by major North American businesses in this area, 60% of the companies received “poor” or “below average” scores in their Service Quotient™, a holistic measure of customer service competence, while 60% received an absolute 0.0 out of 4.02 in Multichannel Quotient™ and 55% posted “poor” or “below average” scores in Multiagent Quotient™. Conducted and compiled during 2007 and 2008, the findings were based on a study of 120 companies in the US and Canada.
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