Customer experience is a top priority 682 Filed under - Archived Content 54% of managers have said that enhancing the Customer Experience is a key priority in their contact centre. In comparison to just 23% who prioritise cost reduction, according to the Tomorrow’s Contact Centre survey report. The survey of 175 contact centre managers, published by Cisco and Call Centre Helper, also revealed: Self-service and other call avoidance strategies are taking the simple calls out of the contact centre, leaving the more complex calls to be handled by agents. “Video” is becoming a viable contact centre channel sooner than we might have expected, with 40% of contact centres expecting to introduce it over the next two years. 65% of respondents ranked “Contact Centre Expertise” as very important Click here to download your free copy of the Tomorrow’s Contact Centre survey report. Author: Megan Jones Published On: 14th May 2014 - Last modified: 18th Sep 2019 Read more about - Archived Content Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter