Even when faced with a tight budget, your contact center can make smart investments today that will lead to transformational results tomorrow.
While contact centers are hugely valuable components of any organization, they seem to face shrinking budgets every year as businesses seek to support their bottom lines. And yet, in the face of these cuts, contact center leaders are continually asked to demonstrate measurable improvements in customer experience.
It’s a difficult spot to find yourself in: a mandate to perform and the pressure to do more with less. The latest research, from Forrester’s U.S. Customer Experience Index 2017, indicates that customer experience is suffering: Year-over-year scores of “Excellent” crashed to zero in 2017, while scores of “Poor” increased three percentage points to 23%. Customer experience leaders, operations experts, and IT professionals clearly need to reassess their strategies for delivering top-notch customer service at the lowest possible cost.