What do executives say – is it more important to cut costs or improve customer experience in order to increase profits?
It’s all about the experience.
So get ready to ask for the top brass’ support of your contact center.
About 60% of executives say it’s more important to improve customers’ experiences than it is to cut contact center costs, according to the Dimension Data Global Contact Center Benchmarking Report.
And, more than 40% of those leaders believe the way to make customers even happier is offer them additional channels to communicate with service agents and the company.
The personal touch will always be important, but it might be the time to ask for the resources to integrate some web chat or upgraded interactive voice recognitions systems. Both technologies can reduce call volume and leave extra time for reps to work with customers on complex or in-depth issues.
