Is Your Contact Centre Fit for Digital?
The author of this post is located in the UK.
New Multichannel Contact Centre Benchmarking Tool by West
Digital interactions are expected to overtake voice in the contact centre by 2020, according to the contact centre leaders we interviewed for our State of Customer Experience 2017 report. If you want to remain competitive it is vital that you start now to make sure your contact centre is ready.
We’ve created a new contact centre benchmarking tool designed to help you just do that. The Contact Centre Health Check evaluates whether contact centres have the capability to manage multichannel customer contact and to deliver joined up customer experiences across every channel.
With a growing focus on customer experience and especially on how customers feel after interacting with your brand, it is only going to become even more important to integrate digital and voice channels in the contact centre.
Yet our State of Customer Experience 2017 research shows that the industry is dragging its feet in this respect:
- While 92 percent agree or strongly agree that they are satisfied they can relate customer experience to revenue, just 47 percent say they are satisfied that ‘my contact centre meets my needs as a customer’;
- While 88 percent expect digital customer experience to overtake voice by 2020, just 29 percent say they can design and deliver seamless multichannel customer experiences.
Our benchmarking tool builds on the data collected for our The State of Customer Experience 2017. You can use the benchmarking tool to help you evaluate your current technology set-up and set measurable goals to help your contact centre to ‘go digital’ with a clear strategy and structured plan of action.
The health check assessment can be completed via the West website and all users will automatically receive a report with their score and a list of opportunities for improvement. Why not take the test today and give yourself a head start on your competitors?