The biggest barrier of a personalised customer experience is the conflicting priorites of the contact centre, according to 70% of industry experts.
Lack of resources (being too busy), insufficient budget and lack of awareness are also significant hurdles for many contact centres to do so.
Poll – “What barriers do you have to delivering a personalised customer experience?” – answers
- Lack of awareness – 30%
- Lack of resources (We are too busy) – 51%
- Lack of budget – 44%
- Lack of buy in from senior management – 18%
- Conflicting priorities – 70%
(Multiple answers were allowed during this poll, so the total does not add up to 100%.)
Source: Call Centre Helper website webinar poll Sample size – 138 Date: February 2013
Here is a link to the webinar: Customer Experience: Making it personal