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.