55% of Contact Centres Don’t Provide Agents With Customers’ Channel History

According to our poll, over half of contact centres do not present information of a customer’s channel history to the agent when they call.

In fact, only 14% of contact centres make it easy to see all of the channels that the customer has used, with the remaining 31% providing a “reasonable” view of channels the customer has used.

Poll – “Can your agents easily see all the contact history, across all channels, when a customer contact you?” – answers

Yes – Can easily see all channels the customer has used: 14%
Mostly – Reasonable view of channels the customer has used: 31%
No – Cannot easily see all channels the customer has used: 55%

Source: Call Centre Helper Webinar: How To Integrate Email, Voice and Chat into the Contact Centre     Sample size – 144     Date: May 2015

Author: Megan Jones