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Customer experience is a top priority

Published On: 14th May 2014 10:22 - Modified: 18th Sep 2019

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

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.

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