Over Four Fifths of Contact Centres Use These Two Methods to Improve CX

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