Publicado en CCN

Deloitte’s 2017 Global Contact Center Survey: Omnichannel Customer Experience Dominates Contact Centers’ Future


Contact center executives face challenges with delivering an effortless on-demand experience for customers, while continuing to operate efficiently, results of the third biennial Deloitte 2017 global contact center survey found. The survey, published this week, found that, in a continued trend, customer experience is driving all business decisions, with the daunting task of meeting the demands of high-touch customers who require speed and accuracy.

The survey polled executives from over 450 contact centers in 16 countries about their current and future priorities over the next two years. Among respondents, more than 80 percent cited improving customer experience as the largest driver of investment, as opposed to 3 percent who are focused on revenue growth. As customer needs for on-demand communications grow, phone dominance continues to decline, so contact centers should embrace omnichannel strategies to interact with their customers.

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Hola! Mundoccnews somos todos los integrantes que formamos el medio digital especializado en la industria de contact centers & BPO más leído del habla hispana. Trabajamos desde hace 10 años en esto que nos apasiona, y tuvimos la suerte de recibir el Premio internacional por nuestra labor, World Quality Commitment Management, otorgado por el grupo BID en París, 2016. Le damos la Bienvenida al Blog de Callcenternews y CCN Créditos y Cobranzas