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Report reveals contact centres lack real-time information


March 24, 2015  


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The International Customer Management Institute (ICMI) in partnership with LiveOps, a cloud contact centre and customer service solutions provider, today released the 2015 report, Own the Moments! Understanding the Customer Journey. The report reveals that only 53% of organizations have a formal customer satisfaction program, and that 74% actually admit to preventing their front line from providing the best possible customer experience possible despite the fact that customer engagement and loyalty were identified as important priorities for all respondents.

Report findings were derived from the responses of more than 400 surveyed professionals involved in contact centres and customer service organizations. The report highlights issues related to low engagement between customers and agents, while also providing tools for understanding the customer journey as a whole.

Upwards of 80% of respondents felt that their customers are not extremely engaged with their company.

“The first step in understanding, as well as improving the customer journey is honesty,” says Justin Robbins, senior analyst for ICMI. “Organizations must be willing to be truthful about the state of their centres and have the guts to stand up for what is right and necessary to eliminate factors that keep them from providing excellent customer service.”

 


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