How do CX leaders keep ahead of customer demands?
around the world to see what they’re prioritizing, concerned about, and excited about as they work with Hammer to build a better contact center experience.
With the rise of AI, the continued shift to the cloud, and the constantly evolving demands of customers, it’s a challenging time for contact center leaders and agents. The complexity of running an omnichannel contact center that meets the needs and preferences of customers – particularly on a budget – continues to be one of the most common pain points we hear from our community. To understand how CX leaders are facing this challenge – and offer insights into how they can overcome it – we surveyed contact center professionals from industries and organizations
The CX world moves fast. This report helps you keep pace and keep ahead.
Rick Hamilton CEO Infovista / Hammer
Executive summary • Hybrid infrastructures and hybrid staffing are on the rise. The post-COVID world is holding on to some of the benefits of the cloud and remote work environments while also maintaining on-premises datacenters and staffing. This increased investment in hybrid environments and workforces adds a new layer of complexity to communications and systems. • Customer demands are up, agents are struggling to keep up. Call and chat volumes continue to grow, as do customer expectations regarding the speed and support they receive from contact center agents. Nearly half of contact center agents feel that businesses have unrealistic expectations of them and agent attrition is up, as a result. • Confidence in tech capabilities and ROI are down. As CX environment complexity increases, it’s critical for organizations to make tech investments that make contact centers more productive, profitable, and streamlined. Yet a significant portion of CX leaders can’t identify when they have performance issues, aren’t sure they can handle contact volume surges, and aren’t sure they’re seeing the expected performance and ROI they made their investments to see. • AI-support and automation are more needed than ever. Given the lack of visibility CX leaders have into the performance gaps that may be appearing in their contact center, contact center testing and monitoring should be increasing in importance and frequency. But they aren’t. For most organizations, load tests are performed yearly – if at all – with a lack of resources and the slowness of manual testing highlighted as key reasons why.
2
Powered by FlippingBook