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Key Takeaways
Customer Loyalty Influences: Factors such as customer feelings, convenience, effort, ease of use, and alignment with personal values influence customer loyalty.
Post-Call Workload: Reducing post-call workload for agents in contact centres is essential for improving performance and morale.
Integration Issues: Integration issues between old and new systems often necessitate manual data duplication and cut-and-paste actions, impacting efficiency and accuracy.
Key Statistics
System Familiarisation: 54% of respondents agree that new agents find it difficult to familiarise themselves with systems in contact centres, leading to suboptimal performance and errors.
Data Duplication: 58% of respondents agree that agents must duplicate or cut and paste data into multiple applications, causing wasted time and transcription errors.
Post-Call Workload: 62% of respondents agree that agents' post-call workload needs to be reduced to improve effi...
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