Contact Centre Research

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

Published On: 7th Oct 2015 10:08

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

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.

Connect with Megan on LinkedIn

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

Topics:

Your Next Read