Revealed: Obstacles That Impact the Operational Customer Experience 142 Filed under - Archived Content, Cyara Simone Kovago discusses the results of a survey where companies revealed their hurdles to a great operational customer experience (OCX). What Is Operational Customer Experience? OCX is a framework of metrics for the quality of how a customer experiences a company’s customer service systems. Measuring OCX provides a company with the ability to view a customer’s journey across digital channels from an outside-in perspective using objective and repeatable methods. OCX issues, meanwhile, are customer frustrations that happen as a result of technology-related issues. This includes everything from poor audio quality on a call to an unresponsive chat support web page. The Obstacles That Affect Operational Customer Experience The survey respondents, who were all either wholly or partially responsible for customer experience in their company, had to have a strong understanding of customer satisfaction metrics, including NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score). Companies spanned geographies across Australia, New Zealand, the USA, the UK, Canada, France, and Germany and industries including banking, healthcare, and government. These were the key findings related to OCX-impacting issues in the report: The top 4 issues impacting customer experience were: Poorly integrated systems Poor load handling Cost of upgrading/lack of funding Business functions/departments operating in silos The top 5 digital (non-voice)-related OCX issues were: Repeating information multiple times Inadequate information System outage/failure Information inconsistency Not supporting all channels of communication The top 5 voice-related OCX issues were: Long hold times Multiple call transfers Long/complex/confusing IVR routing Poor first-call resolution Poor call/voice quality Finally, the number of incidents experienced was: 40% had three Severity 1 incidents per year 45% had five Severity 2 incidents per year 33% had three Severity 3 incidents per year To download the Frost & Sullivan infographic click here. Author: Robyn Coppell Published On: 9th Jan 2018 - Last modified: 27th Mar 2020 Read more about - Archived Content, Cyara Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter