FEATURE
BY BRENDAN READ, CONTACT CENTER PIPELINE; Q & A WITH CCP ADVISORY BOARD
ILLUSTRATION PROVIDED BY ADOBE IMAGES
ANSWERING THE CHALLENGES OUR ADVISORY BOARD SHARES TIMELY INSIGHTS INTO KEY CONTACT CENTER ISSUES.
Contact centers are facing a wide array of environmental, financial, operational, and regulatory challenges. Examples include, but are not limited to:
MIKE AOKI
REFLECTIVE KEYNOTES, INC.
• Budget pressures.
• Evolving customer expectations.
• Staffing shortages and turnover.
• Return-to-office( RTO) mandates.
How are these changes and others impacting contact centers? We reached out to our Advisory Board to discuss and offer their recommendations to help our industry’ s professionals answer and manage through them.
One of the biggest trends affecting contact centers this year is that customers are becoming more demanding and less tolerant of poor service.
According to a Qualtrics survey,“ Consumers are ghosting companies due to poor experiences and the consequences are costly.” It said that 12 % of global respondents reported a bad experience. Of those, 53 % decreased or completely stopped spending with that organization.
In other words, more than half of customers will reduce or end their relationship after a poor experience. You may not get a second chance!
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