New survey shows several contact center trends taking shape

    The modern contact center has undergone many changes in recent years, and looking ahead, organizations are expecting several trends to reshape it even more, according to a recent survey of more than 500 contact center professionals by a leading cloud-based software solutions vendor.

    The firm found that nearly 70 percent of participants believe meeting service level agreements (SLAs) is crucial for measuring overall contact center success. More than 40 percent of respondents indicated they are experiencing worker friction, while 25.3 percent are facing customer attrition.


    Other challenges are currently hindering modern contact centers. The vendor said that nearly 70 percent of professionals said increased complexities due to multi-channel customers is one cause of these headaches. Another 32.7 percent have already upgraded their contact centers to handle this level of demand.


    Mariann McDonagh, the firm's chief marketing officer, said contact centers in previous years were used to drive costs down, given the economic outlook.


    "Today, as this new study illustrates, the customer service macro trends - social, mobile and self-service - are driving contact centers to transform their operations to be more customer centric and responsive," said McDonagh. "These findings clearly demonstrate that, over the next five years, contact center leaders will make informed technology decisions that help them achieve these demanding requirements."


    Contact center priorities


    The cloud vendor also asked participants to score certain priorities on a scale of one to five. Customer satisfaction received an average rating of nearly 3.9, ranking No. 1, followed by boosting agent productivity and upholding SLAs, which both received scores of approximately 3.6.


    The survey participants also gave improved sales and profits a score of approximately 3.4, followed by lower operating costs, which garnered a 3.3.


    Contact centers improve efficiency


    Businesses with effective contact centers in place can achieve many benefits, according to a recent Aberdeen Group report published by Omer Minkara. The study, Contact Center Analytics: How the Best-in-Class Reduce Operational Costs through Contact Center Data, explained that companies can improve customer communication with contact centers, as well as reduce operational spending by 16.5 percent annually.


    "Ensuring consistent customer satisfaction requires contact centers to build an effective infrastructure that allows them to engage each customer in a personalized and efficient manner," Minkara explained.



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