According to our poll, 65% of contact centre professionals believes that joining up with other departments, to improve communication etc., will better the customer journey.
Poll – What Could Help to Solve Problems on the Customer Journey – answers
Avoid demand created by others e.g. marketing – 17%
Lync / instant messaging – 22%
CRM – 48%
Agent desktop – 51%
Joined up with other departments – 65%
(Multiple answers were allowed during this poll, so the total does not add up to 100%.)
Source: Call Centre Helper webinar – Improving First Contact Resolution Sample size – 148 Date: October 2014
Author: Megan Jones
Published On: 21st Jan 2015 - Last modified: 23rd Sep 2019
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