In today’s increasingly digital world, where consumers have more choice than ever before, customer experience has become the number one differentiator, topping even products and price. This means that contact centres need to deliver operational efficiency to ensure they can move quickly in response to evolving customer demands and remain compliant with corporate, industry and regulatory standards.
According to Forrester, being a contact centre agent has “ been more difficult”.
“Call volumes have increased, and although bots are taking some of the heat, that leaves the toughest calls for your agents to handle. Contact centres that don’t focus on significantly improving the agent experience will suffer far more than those that do.”
To drive this exceptional customer experience, contact centres need to focus on eliminating common agent pain points. By eliminating mundane, repetitive tasks, while providing personalised coaching opportunities, agents are more likely to experience greater satisfaction in their positions, which in turn drives greater employee retention and improved customer experiences.
This survey seeks to unpack the multiple challenges and priorities within contact centres in South Africa. Up for grabs is a R2 000 online shopping voucher from Takealot.
CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyse omnichannel customer interactions at scale, allowing organisations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner allows companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organisations across retail, financial services, healthcare, insurance, travel, hospitality and more. To learn more, visit callminer.com, read the CallMiner blog, or follow us on Twitter, LinkedIn and Facebook.
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