Broken Processes are Preventing Good Customer Experiences

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