Contact Centre Research

Self-Service Most Cost-Effective Way to Improve CX

Survey Graph Most cost effective way to improve cx

Published On: 16th Nov 2023 08:00

In our What Contact Centres Are Doing Right Now (2023 Edition) survey, we asked ‘When Improving Customer Experience, Where Do You Think Organizations Can Get Maximum Value for Money?’

More than a third (39%) of survey respondents stated that investing in self-service was where they believed their organization could see maximum value for money. Personalization (19.2%) and productivity tools (13.4%) were also perceived to be a strong investment.

By contrast, diagnostic tools and website capabilities were thought to be worse value for money. This suggests a strong trend in contact centres investing (or soon to be investing) in self-service to help improve the customer experience.

2023 Survey Graph Maximum Value for Improving CX

Run in partnership with Sabio, Centrical, Odigo, Scorebuddy, and NICE, this survey focused on the key elements of a contact centre, including advisor experience and engagement, artificial intelligence (AI), customer experience, quality assurance, workforce management, and more!

Download our What Contact Centres Are Doing Right Now (2023 Edition) Survey Report to uncover the latest and most exciting contact centre insights

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

Connect with Megan on LinkedIn

Self-Service Most Cost-Effective Way to Improve CX

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