Important customer service attributes in contact centers worldwide as of March 2013

This statistic shows the most important customer service attributes in contact centers worldwide as of March 2013. During the survey, 42 percent of contact center industry leaders said that first contact resolution was of the highest importance in customer interactions in contact centers.

What are the most important customer experience/interaction attributes?*

Share of respondents
Accuracy and quality of information provided82%
Ease of interaction73%
First contact resolution42%
Empathy provided during interaction38%
Personalization of interaction26%
Value created for the customer during the interaction16%
Innovative features used during interaction15%
Speed of interaction8%
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Source

Release date

May 2013

Region

Worldwide

Survey time period

March 2013

Number of respondents

ca. 300

Special properties

contact center industry leaders

Supplementary notes

* Only answers of "highest importance" are included in the statistic. Other options were "moderate importance" and "lowest importance."
The source does not specify a type of survey.

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Statistics on "Call centers in the U.S."

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