Columbus, Indiana, March 24, 2023 – WiserOwl, a leading SaaS platform, today announced the release of its annual report on consumer preferences and contact center challenges, highlighting the increasing importance of contact centers in the customer experience landscape. The report reveals that businesses lose over $75 billion annually due to poor customer service and that contact centers have become crucial in building customer satisfaction and loyalty.  

“Contact centers have become the most prominent piece of the customer satisfaction puzzle, especially in the last couple years,” said Robert Bradshaw, Founder/President of WiserOwl. “However, many contact centers are struggling to optimize performance while delivering great customer experiences.  Our report highlights consumer preferences that further validates the need to better optimize contact center performance.“ 

Key insights from the report include increased contact center volume, call hold times, and call escalations; the continued evolution of omnichannel communication; and higher customer expectations in the face of challenging economic conditions. The study also emphasizes that 80% of consumers would switch to a competitor after more than one bad customer experience, putting further pressure on contact centers to deliver flawless service. 

WiserOwl’s innovative solution empowers businesses to optimize their contact center’s financial performance by providing real-time financial clarity and granular insights, allowing for better decision-making and improved customer satisfaction. 

About WiserOwl: 

WiserOwl exposes gaps in contact center optimization that contribute to over $75 billion in missed opportunities every year. These gaps are revealed by fusing every contact center action to its precise dollar value in near real-time across all channels and teams.  
 
Customers who use WiserOwl’s financial metrics have achieved a 35% boost in productivity, decreased expenses by more than 30%, and achieved a 92% customer satisfaction rating