Customer experience is a top priority

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Written by Megan Jones

54% of managers have said that enhancing the Customer Experience is a key priority in their contact centre.

In comparison to just 23% who prioritise cost reduction, according to the Tomorrow’s Contact Centre survey report.

The survey of 175 contact centre managers, published by Cisco and Call Centre Helper, also revealed:

Self-service and other call avoidance strategies are taking the simple calls out of the contact centre, leaving the more complex calls to be handled by agents.
“Video” is becoming a viable contact centre channel sooner than we might have expected, with 40% of contact centres expecting to introduce it over the next two years.
65% of respondents ranked “Contact Centre Expertise” as very important

Click here to download your free copy of the Tomorrow’s Contact Centre survey report.

Author
Megan Jones

Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.

She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.

Connect with Megan on LinkedIn

Customer experience is a top priority

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