Customer frustration is just what it sounds like - a feeling of frustration a customer experiences as a result of a negative interaction with a company. Customer frustration can be triggered by poor products, retail experiences, customer service interactions, and more. People usually feel frustration when they believe the resolution of an issue they're experiencing is beyond their control. Additionally, inefficient processes, incompetent staff, and making people wait can contribute to customer frustration. It’s important to keep frustration levels low because it can lead to churn.
5 metrics contact centers should manage to reduce customer frustration
Contact centers are typically in the epicenter of customer frustration. Customers who reach out to contact centers are typically already frustrated or on the edge of frustration. The quality of the service they receive can either dispel frustration or add to it. By focusing on the following five metrics, contact centers can reduce customer frustration.
How NICE can help you reduce customer frustration
NICE is the market leader in providing customers the cloud contact center software they need to deliver consistently exceptional customer experiences. Benefits include:
CXone provides an intelligent, unified suite of applications covering the breadth of contact center management disciplines, simplifying administration and streamlining the user experience.
Average speed of answer (ASA). Making callers wait in long queues is sure to increase customer frustration. Target low ASAs to show customers you respect their time.
Transfer rates. No one likes being bounced around the call center, especially if they have to explain their issue multiple times. High transfer rates may be a sign that your ACD or IVR needs some tweaking in order to reduce customer frustration.
First contact resolution (FCR). To many consumers, first contact resolution is the top thing they value in a customer service interaction. Making people contact you multiple times for problem resolution will only increase frustration.
Self-service completion rates. If you have a self-service channel, for example within your IVR, that means customers will devote time and effort into using it. Track self-service completion rates to ensure your self-service options aren't contributing to customer frustration.
Agent quality. Agents play such an important role in delivering satisfying customer experiences. When agent quality declines, it's likely that customer frustration will increase.
Analytics capabilities determine customer frustration levels and turn insights into results by making data relevant, easy to consume and actionable.
Modern ACD providing digital first omnichannel routing and increased business agility
Integrated and comprehensive workforce management solutions to engage and empower contact center agents to achieve business goals
NICE CXone is the industry’s only interaction-centric platform where channels, data, applications, and knowledge converge to improve customer experience at scale.
It is the leading, most complete and unified CX Platform on the market, used by thousands of organizations of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help you holistically run your call (or contact) center operations.
If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For general questions or customer support please visit our Contact us page.
