In contact centers today, a customer calls because of a defect in the product, processes, technology or people and not because the customer wants to "have a chat." However, fewer than 1% of Millennials will actually let companies know they have a problem through call center or email. Today's customers are empowered buyers and demand a new level of customer service.

By one estimate, 50% to 60% of inbound calls within financial services firms are driven by banks' own errors . Preventable first calls are inquiries as to when a statement is coming, the status of payments, or when a transaction will be posted to the customer's account. The second category is repeat calls, which occur when the customer is not serviced sufficiently the first time around or needs to check on status of existing service requests.

Another example is the auto industry. The average number of calls per day for an auto manufacturer is 6000 - 20 calls per day per agent, 24 minutes per call. How can organizations lower this number and prevent customer dissatisfaction?