Over Four Fifths of Contact Centres Use These Two Methods to Improve CX


Fixing broken processes (84%) and boosting agent engagement (81%) are the two main areas that most contact centres try to address when improving the customer experience.

In addition, 43% of contact centres have attempted to shorten queue times, 38% have tried to add additional channels and 35% have changed their approach when it comes to metrics.

Poll – “What things have you tried to improve the customer experience”- answers

  • Fixing broken processes – 84%
  • Shortening queue times – 43%
  • Agent engagement – 81%
  • Changing metrics – 35%
  • Adding additional channels – 38%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper webinar: How to Transform your Customer Experience in Your Current Budget     Sample size – 83     Date: November 2012

Published On: 12th Dec 2012 - Last modified: 18th Feb 2020
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