Trends Report

Money On The Table: Proof That Customer Service Drives Revenue

How Good Customer Service Can Drive Billions In New Revenue Across Industries

January 30th, 2023
Christina McAllister, Senior Analyst
Christina McAllister Senior Analyst
With contributors:
Ian Jacobs , Maxie Schmidt , Pete Jacques , James Williams , Ashley Villarreal , Eleanor Theriault , Shayna Neuburg

Summary

Customer service is often seen as a cost center — a necessary evil to handle customer questions and complaints. This could not be further from the truth. A customer’s experience with the contact center has enormous impact on their perception of customer experience (CX) quality. This report reveals the massive revenue gains from delivering good customer service. Customer service leaders will also learn what changes they can make to drive contact-center-led CX transformation.

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