WHAT THE %!#*
IS GOING ON

Calls to the contact center are more profane, angrier, and taking longer.

The use of profanity in calls to the contact center is on the rise. It has moved beyond an issue of politeness to a business problem that is impacting operations and costing organizations money. Measuring the use of profanity can help you head off several costly business problems early on. It can be your first indicator that there is a breakdown in process, product or service. Customer and agent churn can be reduced and contact center metrics can be normalized. Read more.

“Will you finally be the one to provide information about my recent order? Or are you too big of a dumb*ss?” – Customer A

“I’ve entered my information six f*cking times and you still don’t have it! What the h*ll are you doing over there?” – Customer B

“You know, this is complete bullsh*t! I just want to pay my goddamn bill!” – Customer C

We analyzed 82 million calls with CallMiner Eureka to determine the impact of customers using profanity when calling the contact center. We found that it negatively impacts both business performance and customer relationships. CallMiner Eureka leverages artificial intelligence (AI) and Machine Learning (ML) to analyze every customer interaction, across all channels, and automatically uncover actionable intelligence.

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