5 Key Findings From The Contact Center Performance & Metrics Study
CCW Digital recently released its Market Study on Performance & Metrics.
Signposted by the name, the report provides an in-depth look at how organizations are planning to -- and should be planning to -- achieve their key customer experience objectives.
As part of the exploration, the report analyzes findings from CCW Digital's recent survey of customer contact executives. It subsequently discusses a variety of best practices (all backed by case studies) that can help organizations take action in response to the findings.
There is no way to completely summarize the report in a single article -- and there is no reason to try! The entire report is available for complimentary download here.
We did, however, want to share some of the findings from the report:
- We may be in an “omnichannel revolution,” but a whopping 63% of organizations are not measuring their ability to honor channel preference.
- Integrating systems, optimizing knowledge bases and improving voice of the customer strategy are the top priorities for improving performance.
- Disconnected, slow and difficult technologies are the greatest sources of agent frustration.
- Needing to repeat information, difficult self-service and inaccurate or inconsistent information are the greatest sources of customer frustration.
- Organizations believe customer-oriented metrics, one-on-one coaching, and open communication between all seniorities are the hallmarks of a great contact center culture.