7th Annual Consumer Index Report: Key Findings
The results of our 7th Annual Consumer Index report are in.
As a part of our ongoing desire to report on current customer experience sentiment across a variety of customer service and contact centre interactions, Alvaria, in partnership with Farrell Insight, conducted a national study of over 1,000 consumers across a wide range of demographics and industries.
The attitudes and preferences expressed throughout this survey provide insightful detail into how businesses must evolve to keep pace with consumers' expectations for service.
The 2022 report contains discerning intelligence including these key takeaways:
- Customers want it to be easy to speak to a live agent – Frustrations are up 8% – Is it impacting your bottom line?
- Consumer confidence has plummeted across all channels – find out why it’s down 20%
- The most popular channels, voice and chat are up 8% and 7% respectively
- Customers are demanding human interaction for complex tasks – Up 13%
- Effectiveness is the most important customer experience component for the 3rd year in a row
Download the report to see if you’re delivering what customers want.
Then, plan to join us on Tuesday, November 1st at 11:00 AM EDT / 8:00 AM PDT for a webinar in which Colleen Sheley, SVP of Global Marketing will share additional insight and thoughts on the report.
Get the Report Register for the Webinar
Alvaria Automate™
Optimise your normal and repetitive operational activities and automate these error-prone tasks—improving accuracy, efficiency and consistency with robotic process automation (RPA). With an RPA solution in place, contact centre teams can focus on higher value tasks while creating better experiences for customers and agents.
Learn more about the value of embracing RPA and the key differentiators Alvaria Automate can provide your business.
Accelerate ‘22 Upcoming Sessions: Register Now
Accelerate ‘22 is the fastest way to get updates on our product roadmap, executive perspective with thought leadership sessions, tips and tricks to get the most out of your investment, success stories, use cases, company announcements and more!
Register now to get unlimited access to all our upcoming sessions including:
- Consumer Index Report 2022 | 7th Edition, Tuesday, November 1st, 11:00 AM EDT / 8:00 AM PDT
- The Reliance on Identity in an Increasingly Digital World, Wednesday, November 10th, 9:00 AM EDT / 2:00 PM BST
- Enhancing Team Cohesion, Tuesday, November 15th, 10:30 AM EST / 7:30 AM PST
New sessions are added regularly, plus we have a wide variety of on-demand sessions.
COMMUNITY
The Alvaria Community: Available 24/7/365
Get support and resolve your questions at your own speed and convenience 24 hours a day, seven days a week, 365 days a year.
The Alvaria Community is always on for your Alvaria Customer Care support needs.
There are lots of reasons to visit the Alvaria Community, including:
INFOGRAPHIC
Using Gamification to Motivate Gen Z
Over the last decade, Millennials and Gen Z have entered the workforce with a “digital tether,” bringing with them massive change to business cultures and practices.
Each generation has distinctive learning styles. What appeals to Millennials employees may not drive Gen Z employees. With Gen Z being the youngest cohort in the market that have grown up in a completely digital age you don’t want to lose them to processes that don’t resonate or set them up for success.
Find Out How Gamification Can Help
RUN THE NUMBERS
Enterprise Workforce Management Calculator
Have you ever wondered what benefit a best-of-breed workforce management solution can have on operational savings?
An enterprise cloud contact centre (ECCC) is a set of best-of-breed applications for the large contact centre that can be configured and deployed to fit your specific needs. Would you be surprised to hear that an ECCC often pays for itself for centers with 150 agents or more?
Learn more about the benefits of an ECCC, run the numbers and see how much you can save.
Run the Numbers and See for Yourself
Alvaria Community
Ask questions. Get answers. Share experiences. Join the conversation in the Alvaria Community.
Ask the CEO
The Alvaria leadership team wants to hear what’s on your mind and how we can do better. Share your questions, suggestions, and feedback with us in the Alvaria Community.
Upcoming Events
Webinar: Consumer Index Report 2022 | 7th Edition
November 1, 2022 – 10:00 AM EDT / 7:00 AM PDT
The Forum National Convention
November 9, 2022 – Warwickshire, United Kingdom
Accelerate Virtual Series: Drive CX Through Optimised Employee Engagement with Alvaria Motivate
November 15, 2022 – 6:00 PM EST / 3:00 PM PDT
CMS Financial Innovation Expo
November 16 - 17, 2022 – São Paulo, Brazil
Call & Contact Centre Expo
November 22 – 23, 2022 – Excel Centre, London
Experience how Alvaria can help teams be at their very best
Better engagement, productivity, and so much more
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