In 2018, contact centers will focus their strategies on improving the experience of the agents to, consequently, improve the customer experience. However, a new concept will be reinforced in these strategies during the next year: the reduction of “friction with the client”. Thus, 39% of the organizations will prioritize the “frictionless experience”. And although there is no universal priority, 9 key contact center priorities for 2018 can be concretely differentiated.<\/p>\n
In this sense, CCW Digital has prepared the report \u201cTop Contact Center Priorities for 2018\u201d, surveying agents of customer service centers, marketing professionals, IT managers and operations professionals, among other senior positions, during the months of August, September and October 2017.<\/p>\n
The group of respondents covered a wide range of organizations, including large, medium and small companies: 49% of the organizations surveyed generate more than 1 billion dollars in annual revenue; 72% have multiple contact center sites; and in 56% of the organizations surveyed, the contact centers had an average capacity of more than 50 agents.<\/p>\n
By improving the agent’s experience, companies will cultivate happy agents who, in turn, will produce satisfied and loyal customers. Not only to achieve happiness, but also to improve the experience of agents<\/a> and increase their productivity<\/strong>. When their daily experiences are better, the agents perform better. They are also more likely to remain long-term in their workplace. These more productive and committed employees will deliver the optimal experience for the clients<\/strong>.<\/p>\n In this sense, a great learning program cultivates talented and committed agents. Therefore, a priority for 48% of companies is to improve training in the agents’ experience strategy in 2018<\/strong>. On the other hand, improving the quality of the base of their knowledge is the most important for 45% of organizations.<\/p>\n Other comparatively high-ranking initiatives include making systems easier to use<\/strong> (42%), making metrics more clear and more transparent<\/strong> (41%) and integrating channels<\/strong> (40%).<\/p>\n