Conflicting Priorities are Preventing Personalised Customer Experiences

The biggest barrier of a personalised customer experience is the conflicting priorites of the contact centre, according to 70% of industry experts.

Lack of resources (being too busy), insufficient budget and lack of awareness are also significant hurdles for many contact centres to do so.

Poll – “What barriers do you have to delivering a personalised customer experience?” – answers 

• Lack of awareness – 30%
• Lack of resources (We are too busy) – 51%
• Lack of budget – 44%
• Lack of buy in from senior management – 18%
• Conflicting priorities – 70%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper website webinar poll    Sample size – 138    Date: February 2013

Here is a link to the webinar: Customer Experience: Making it personal