{"id":31033,"date":"2016-10-18T09:00:18","date_gmt":"2016-10-18T07:00:18","guid":{"rendered":"https:\/\/enreach.es\/blog\/blogcontact-centers-how-will-they-improve-their-operational-efficiency-in-2017\/"},"modified":"2023-12-13T13:23:23","modified_gmt":"2023-12-13T12:23:23","slug":"blogcontact-centers-how-will-they-improve-their-operational-efficiency-in-2017","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/blogcontact-centers-how-will-they-improve-their-operational-efficiency-in-2017\/","title":{"rendered":"Contact Centers: how will they improve their operational efficiency in 2017"},"content":{"rendered":"<p>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.<\/p>\n<p>Businesses have committed to achieve <strong>maximum efficiency in customer support<\/strong> 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.<\/p>\n<p>As organizations increasingly accept <strong>customer experience<\/strong> 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 &#8220;Executive Report on Performance: Metrics, Agents &amp; Operations&#8221;, the latest report of CCIQ.<\/p>\n<p><strong>Customer support, key to improve the efficiency of Contact Centers<\/strong><\/p>\n<p><a href=\"\/\/www.masvoz.es\/blog\/en\/local-services-and-cost-savings-from-the-perspective-of-customer-satisfaction\/\">Satisfaction and customer loyalty<\/a> have been determined by Contact Centers as key priorities. That said, this is not an end in itself but a means to <strong>increase profitability<\/strong>. CCIQ\u2019s 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.<\/p>\n<p>These are some of the key points provided by this <a href=\"http:\/\/www.helpdesk.com\/wp-content\/uploads\/CCIQPerformanceReport3.pdf\">study<\/a>, that companies will launch from 2017 to significantly improve the <strong>performance of Contact Centers<\/strong>:<\/p>\n<ul>\n<li>Priority will focus on <strong>operational and technology<\/strong> along with the first contact resolution, <strong>agent retention<\/strong>, <strong>revenue generation<\/strong> and <a href=\"\/\/www.masvoz.es\/products\/virtual-PBX\"><strong>cost per call<\/strong><\/a>.<\/li>\n<\/ul>\n<ul>\n<li>Uptime and reliability, and honoring the <strong>customer\u2019s channel preference<\/strong>.<\/li>\n<\/ul>\n<ul>\n<li>CSAT, FCR, AHT, ASA, and<strong> quality<\/strong> score will be still considered essential metrics.<\/li>\n<\/ul>\n<ul>\n<li><strong>Self-service<\/strong> utilization rate will increase its importance as an important metric for the future.<\/li>\n<\/ul>\n<ul>\n<li>Top strategic initiatives for 2017 include <strong>interaction analytics<\/strong>, improving <a href=\"\/\/www.masvoz.es\/products\/control-panel\"><strong>control panels<\/strong><\/a>, improving <strong>knowledge management<\/strong>, improving <strong>channel integration<\/strong>, and expanding non-phone capabilities.<\/li>\n<\/ul>\n<ul>\n<li>Top inhibitors to performance will include budget, disharmony across channels and systems, obsolete technology, a lack of customer data, and limited channel capabilities.<\/li>\n<\/ul>\n<ul>\n<li>The value of the resolution, <strong>agent knowledge<\/strong>, accuracy, and customer effort will be considered as the most important parts of interactions<\/li>\n<\/ul>\n<ul>\n<li>To <a href=\"\/\/www.masvoz.es\/blog\/en\/the-8-main-technological-ways-to-improve-productivity-in-contact-centers\/\">improve the efficiency and agent satisfaction<\/a>, businesses will invest in <strong>employee engagement<\/strong>, <strong>training <\/strong>and <strong>employee loyalty<\/strong>.<\/li>\n<\/ul>\n<ul>\n<li><strong>Improving the contact center environment<\/strong>.<\/li>\n<\/ul>\n<ul>\n<li>Efficiency and <strong>customer satisfaction<\/strong> will be improved by improving <strong>customer and agent <\/strong><a href=\"\/\/www.masvoz.es\/products\/call-recording\"><strong>analytics<\/strong><\/a>.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>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.<\/p>\n","protected":false},"author":1,"featured_media":27319,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[5191],"tags":[],"class_list":["post-31033","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-smart-contact-center"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - 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