Feel like you’re drowning in a sea of contact center woes? This research proves you aren’t alone – and you can paddle out of some of it.
Here’s what contact center pros in a new Coveo study said were their top challenges:
- Call handle time (58%)
- Customer satisfaction (49%)
- First call resolution (49%)
- Up- and cross-sell revenue growth (37%)
- Call defection (32%)
- Average handle time (27%)
- Communicating our needs effectively with executives (24%)
- Employee retention (14%)
Most contact centers struggle with call handle time and first call resolution, which have a major impact on customer satisfaction – another of the top three challenges.
The three are closely tied, and one way to improve them all is training. What’s important: Agents don’t need to know the answer to every customer question. They need to know where to find the answer to every question.
Idea: Get agents involved in your data management system. They should be able to give feedback that helps make information more accessible and sensible in the way it is presented.
