Customer experience is a top priority


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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.

Published On: 14th May 2014 - Last modified: 18th Sep 2019
Read more about - Archived Content

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