2 min
In 2017, Contact Centers will opt to improve their performance through a strategy based on metrics, objectives and customer-oriented results, and downplaying metrics based on costs, according to a report by CCIQ.
Businesses have committed to achieve maximum efficiency in customer support over the next year. In fact, companies of the sector rate their desire to improve overall operational efficiency at a 3.77/5, according to the report carried out by CCIQ. This concern of offering the client an optimum customer support from Contact Centers often raises an important question: is it an overly idealistic objective? Nothing could be further from the truth.
As organizations increasingly accept customer experience as a key priority factor, Contact Centers gain freedom by adopting an approach that downplays to the most traditional metrics based on costs in favor of metrics, objectives and customer-oriented goals. This is one of the main conclusions reached by “Executive Report on Performance: Metrics, Agents & Operations”, the latest report of CCIQ.
Customer support, key to improve the efficiency of Contact Centers
Satisfaction and customer loyalty have been determined by Contact Centers as key priorities. That said, this is not an end in itself but a means to increase profitability. CCIQ’s report delves into this aspect and details how companies try to achieve this goal while they increase their commitment in order to improve the efficiency of Contact Centers.
These are some of the key points provided by this study, that companies will launch from 2017 to significantly improve the performance of Contact Centers:
- Priority will focus on operational and technology along with the first contact resolution, agent retention, revenue generation and cost per call.
- Uptime and reliability, and honoring the customer’s channel preference.
- CSAT, FCR, AHT, ASA, and quality score will be still considered essential metrics.
- Self-service utilization rate will increase its importance as an important metric for the future.
- Top strategic initiatives for 2017 include interaction analytics, improving control panels, improving knowledge management, improving channel integration, and expanding non-phone capabilities.
- Top inhibitors to performance will include budget, disharmony across channels and systems, obsolete technology, a lack of customer data, and limited channel capabilities.
- The value of the resolution, agent knowledge, accuracy, and customer effort will be considered as the most important parts of interactions
- To improve the efficiency and agent satisfaction, businesses will invest in employee engagement, training and employee loyalty.
- Improving the contact center environment.
- Efficiency and customer satisfaction will be improved by improving customer and agent analytics.
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