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