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Market Perspective
- According to the research published by Microsoft3 on Global Customer Service, 58% of customers feel the importance of Customer Experience (CX), and 61% stopped doing business with a brand due to poor CX and go for different brands.
- “Customer service and support leaders face increased pressure from the leadership on the role of the service function in improving operational excellence and growing the business. Given this environment, it’s unsurprising that customer service and support leaders’ top 2020 priorities are rooted in customer experience (CX), managing talent and data.”
- The global contact center transformation market was valued at USD 23.83 billion in 2019 and is expected to reach USD 88.52 billion by 2027, registering a CAGR of 17.91% during 2020-2027.1
Consumer Expectations
The consumers now expect
- Contextual interaction
- Faster issue resolution
- Proactive service
- Greater personalization
Hence, a successful contact center needs to have customer experience at its pinnacle.
Enterprise Perspective
- In the wake of the pandemic, employees are more likely to want flexible working conditions. According to Gartner, 45% of the global knowledge workforce will be working from home two to three days per week by 2022. Nearly one in five will work remotely all the time.6 This aligns with the findings from our Evolution of the Contact Centre research initiative with the Call Centre Management Association (CCMA), which show more contact centres moving to hybrid working models after the pandemic.7
- While hybrid working will bring in benefits for contact centres, it also has its share of new challenges. This includes keeping agents engaged, motivated, and connected with their teams and the wider organization.
- According to market research by McKinsey, agents who are engaged and regularly monitored are 3.3x more likely to feel empowered to resolve customer issue. So, providing them the best possible tools can in turn increase an organization’s CX rating.4
- A survey on over more than 2,000 agents conducted by Gartner in 2018 found that contact center agents use an average of 8.2 different systems and tools to resolve a customer issue. Not surprisingly, just 16 per cent said their tools helped them handle customer issues.5
- In the recent past, multiple organizations have publicly stated that there is an increasing gap in handling the surging volume of calls. The key then is to arm and enable agents with effective tools to deliver this experience.
- Providing a smooth and stimulating agent experience will become critical to maintaining productivity and retaining talent. Agents and supervisors need to be provided with a modern digital ecosystem, and equipped with better tools and frameworks to realize these experiences.
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