Whitepaper: Could you repeat that please? - The costs and impact on the customer experience of poor voice quality

In a survey conducted by The Customer Experience Foundation and commissioned by Empirix, over 3000 consumers were polled from four countries who are major users of contact centres - UK, USA, France and Germany. According to the research, 79% of all consumers had experienced poor voice quality when dealing with a contact center. For organizations, this figure is alarming because it means poor voice quality could be costing them billions globally.

This whitepaper presents the findings from the survey as well as examines the poor voice quality issue from the consumer's perspective and provides a few insights for why organizations are struggling with this issue.

To download the whitepaper to read all of the survey results, please complete the brief form below. Once the completed form is submitted, you will be provided access to a PDF of the whitepaper.