New Research Report:Inside the Contact Center--A Study of Customer and Employee Experience Reveals Technical, Operational Challenges and Opportunities Around Cloud Migration, Agent Turnover, Budgeting, and Beyond
Produced by Unisphere Research and CRM Media
It is widely accepted that the experience employees have at work directly affects how well they serve customers. Forty-four percent (44%) of contact center leaders surveyed say providing a better experience for agents is “in need of improvement” or is of “urgent concern” to the business. This indicates that businesses must evaluate their policies and offerings around issues impacting the employee experience like remote work, training, and, critically, the software and hardware they provide to agents to do their jobs.
Ultimately, Inside the Contact Center: A Study of Customer and Employee Experience underscores that contact center leaders struggle to balance achieving internal KPIs with delivering exceptional customer experiences. When asked to choose one “greatest challenge,” one-third of leaders cite meeting metrics like average handle time (AHT) and first call resolution (FCR) and another one-third cite offering positive experiences and lowering customer effort.
- A significant portion of contact center technology has not yet been moved to the cloud. More than half (57%) of businesses surveyed are less than halfway there.
- CX leaders are desperate to add new conversation channel options, like SMS (53%), to their contact centers to reduce handle time and improve experience.
- Nearly half (48%, 47%, and 46% respectively) say they need artificial intelligence (AI)/machine learning (ML), real-time transcription, and self-service bots “urgently” or “yesterday”.
- 41% of leaders admit that toggling between channels is the technology issue currently most affecting their contact center and worry that adding more to legacy technology will only exacerbate the issue, so most have done nothing to date.
Download this brand new Research Report and learn the best ways to improve your Employee and Customer Experiences in 2022 and beyond.