Over Four Fifths of Contact Centres Use These Two Methods to Improve CX 1,847 Filed under - Archived Content Fixing broken processes (84%) and boosting agent engagement (81%) are the two main areas that most contact centres try to address when improving the customer experience. In addition, 43% of contact centres have attempted to shorten queue times, 38% have tried to add additional channels and 35% have changed their approach when it comes to metrics. Poll – “What things have you tried to improve the customer experience”- answers Fixing broken processes – 84% Shortening queue times – 43% Agent engagement – 81% Changing metrics – 35% Adding additional channels – 38% (Multiple answers were allowed during this poll, so the total does not add up to 100%.) Source: Call Centre Helper webinar: How to Transform your Customer Experience in Your Current Budget Sample size – 83 Date: November 2012 Author: Jo Robinson Published On: 12th Dec 2012 - Last modified: 18th Feb 2020 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