CX tech confidence and visibility are down
That inevitably leads to customer frustration, delayed issue responses, and tech failures that are never internally recognized or resolved until angry customers flag the experience. In today’s market, where a single irritating customer service experience can be enough to drive customer churn, that’s a risk that CX leaders can’t afford to take. Unexpectedly, a lack of visibility also extends to the operational and business goals that CX solutions deliver. While contact center budgets remain tight, our research indicates that a significant percentage of CX leaders aren’t sure that their recent CX technology investments are paying off. 21% of respondents admit that they can’t evaluate potential technology investments. Another 35% aren’t sure. Similarly, 21% of contact center professionals report that their recent CX tech investments haven’t met their ROI and performance expectations. Another 31% aren’t sure.
For many contact centers and contact center as a service (CCaaS) teams, end-to-end observability is a hard goal to reach – let alone maintain. As CX environment complexity and customer demands continue to rise, being able to reliably assess CX environment performance, availability, and problem areas before they impact customer experience. Unfortunately, that’s not the experience for most contact center professionals. • 38% of CX leaders either can’t tell or aren’t sure they can tell when they have voice quality or performance issues. • 38% of CX leaders either don’t have or aren’t sure they have visibility into CX tech failures. • 40% of CX leaders aren’t confident that they can handle unexpected surges in contact volumes. Because of this lack of CX observability, contact center leaders can’t identify when or why performance issues like drops in voice quality, connection instability, and downtime arise .
Can you thoroughly evaluate potential technology investments?
Have your contact center investments met ROI and performance expectations?
Yes Unsure No
Yes Unsure No
Combined with the growing complexity of contact center infrastructures and growing demands of customers, this widespread lack of visibility poses a major threat to the efficacy of contact centers – regardless of industry or size – and the revenue and brand response tied directly to customer service experiences.
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