As 2015 draws to a close, contact center operations are more critical to the success of an organization’s customer experience than ever before. Tech-savvy customers expect interactions with their favorite brands on multiple channels—from phone to email to social media. Contact center leaders must overcome a variety of challenges, including lack of proper technology/infrastructure, insufficient data and analytics, and pressure to reduce costs. Through consistent channel integration, robust agent-training programs, and a variety of other methods and strategies, this group of senior executives will be best positioned to deliver positive customer service through their contact centers.
Consero surveyed contact center executives from Fortune 1000 companies in connection with its November 2015 Contact Center Forum. The survey’s 15 questions gauged opinions and perspectives of leaders in the industry. Though limited to 43 participants, the results point to interesting topics for discussion and trends in 2016.
Among the data below, the survey report details findings around the following key areas: