Broken Processes are Preventing Good Customer Experiences

What gets in way of delivering good customer experience

According to the contact centre professionals who took part in our poll, broken processes (58%), high contact volumes (44%) and problems within the rest of the company (39%), are the greatest obstacles in achieving good customer experiences.

Poll – “What gets in the way of you delivering a good customer experience?” – answers

Too busy (e.g. flooded with calls) – 44%
Measurement gets in the way – 20%
Agent engagement – 33%
Broken processes – 58%
Problems in the rest of the company – 39%

(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 – 85     Date: January 2013

Here is a link to the Webinar: 5 great ways to improve customer satisfaction


Published On: 6th Feb 2013 - Last modified: 18th Sep 2019
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