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6th February 2013
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
Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.
He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.
He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."
Connect with Jonty on LinkedIn
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24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
