9 Contact Centre Struggles And How To Overcome Them!

Sometimes, no matter how high you set the bar for your Contact Centre, it’s inevitable that some things will get in the way – mounting costs, resource pressure, trying to figure out what your customers are thinking. But sometimes, the problems are a little further from home, and the stats are scary…

80% of complaints are to do with failures outside of the Contact Centre, yet a whopping 71% of operations don’t pass this intelligence on!*

Using Top Tips and stats from the latest Contact Centre reports, this Infographic will show you that even the toughest challenges (and stats!) can be forgotten just by thinking outside of the box.

From reducing time spent updating customers about their orders, to taking a multi-channel approach, by adopting the tips outlined in this Infographic, you’ll be able to drastically improve your Customer Experience.

“Cultural change doesn’t happen overnight, it’s about driving accountability and ensuring everyone’s hearts and minds are around the customer. Frontline advisors lose faith in systems, so get close to them, see what colleagues and customers alike are experiencing.”

– Amanda Reynolds, Customer Service Director, Affinity Water