Customer service satisfaction levels lagging at just 66 per cent, say researchers

Newbury, 16 July 2007: With customer service satisfaction levels dangerously low, help is at hand for contact centre managers with the launch of a new series of downloadable ‘best practice’ guides. A huge opportunity to gain a competitive advantage will come to those firms who address flagging consumer confidence, according to Exony, the leading provider of interaction management software for virtual contact centre (VCC) operations and author of the guides, the first of which covers combining real-time and historical reporting.

Research by the Institute of Customer Service (ICS) recently found that, across the board, customer satisfaction levels were running at just 66 per cent, leaving much room for improvement. Smaller service firms and automotive companies came out on top, with local government and utilities trailing far behind in the ratings.

“Customer service is a key differentiator for businesses, regardless of sector, and the contact centre is on the front line,” said Ian Ashby, CEO of Exony. “We have experience of working with some of the world’s most demanding customer-centric organisations and it is clear that customer service, despite technological improvements, is still proving a challenge for all sectors. Contact centre managers across the board need guidance right now on how to improve customer satisfaction and reduce churn.”

Each issue of the Best Practice Series is based on Exony’s experience of working with some of the world’s largest and most complex contact centres, and highlights a key challenge facing contact centres today. The papers have been developed in response to frequent requests from Exony’s customers and partners for ‘best practice’ examples covering a wide variety of issues.

Before managers can implement future improvements, they must understand past events, so issue one of the Best Practice Series introduces the topic of ‘One Clear View’. It demonstrates how to achieve access to relevant, meaningful and accurate reporting through a strategy that:

- Provides a single, accurate view of business operations by combining real-time, intraday (same day) and historical reporting in one integrated system

- Enables accurate comparisons with past events to provide a meaningful and consistent context for informed decision making

- Is flexible and user-friendly, allowing managers to combine data in the format of their choice, such as graphs and tables

- Allows users to improve current performance, plan future enhancements, and forecast demand with absolute confidence

The Exony Best Practice Series, issued monthly, can be downloaded from


About Exony
Exony is the leading provider of interaction management software for virtualised customer contact operations. Exony Virtualized Interaction ManagerTM (VIM) enables operators of virtual contact centres to measure customer interaction experience, efficiency and effectiveness and manage available resources through making immediate tactical or planned strategic changes.

Built on Exony’s experience and understanding of virtualised customer interaction, VIM incorporates four modules - Reporting and Analytics, Resource Management, Connect and Service Management, all within the proven Exony Virtualization Framework for security, partitioning and user interaction.

Exony Virtualized Interaction Manager empowers virtualised customer contact operations for organisations across Europe and North America including Affiniti, Alliance & Leicester, BT, Cable & Wireless, France Telecom, HBOS, HSBC, La Poste, Microsoft, National Australia Group, Nectar, Transport for London, UK Home Office, Verizon, Virgin Trains, Virgin Media and Vodafone.

For more information please contact:
PR Contacts
Sam Grace/ Chris Lee
Rainier PR
+44 (0)20 7494 6570

Published on: 12:00AM on 16th July 2007