{"id":1887,"date":"2016-01-05T08:03:00","date_gmt":"2016-01-05T09:03:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2016-01-05T08:03:00","modified_gmt":"2016-01-05T09:03:00","slug":"is-your-contact-center-falling-short","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/en\/is-your-contact-center-falling-short\/","title":{"rendered":"Is Your Contact Center Falling Short?"},"content":{"rendered":"

January 5, 2016<\/p>\n

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As if high employee turnover and dissatisfied customers weren\u2019t enough, a new study finds that call centers are facing new challenges as the New Year gets underway.<\/p>\n

That\u2019s the word from Consero Group, an international leader in organizing industry-specific events for senior executives. The company just published the results<\/a> As part of its look at the call center industry, the numbers speak for themselves.<\/p>\n

\u201cNearly one in four of those surveyed by Consero\u2014or 24 percent\u2014said their top goal is to improve the customer experience,\u201d the company said. Unfortunately, however, only one in three respondents believes they have the resources to do so. That could pose a problem going forward.<\/p>\n

\u201cThe greatest impediment was technology and infrastructure,\u201d with 48 percent saying so, Consero noted. \u201cIn fact, 78 percent of respondents stated that technology infrastructure in general fails to meet their needs. The second-biggest concern is financial\u2014getting the job done despite budget constraints\u2014at 22 percent, and senior management buy-in was a close third at 19 percent.\u201d<\/p>\n

But there are other issues as well, as call centers try to do more with less.<\/p>\n

\u201cAbout 43 percent of executive respondents said that the number of contact centers under their management has increased (with 45 percent reporting no change), while only 25 percent said outsourcing is a strategic priority,\u201d Consero reported. As such, call centers do not seem to be receiving much support, either from outside or within their organizations.<\/p>\n

\u201cOnly 39 percent of executives are satisfied with the training provided to their call center agents,\u201d the survey found. \u201cAnd only 35 percent rate their call center agents as engaged in the customer experience.\u201d<\/p>\n

And even with the advent of omnichannel communications, call centers are still failing to deliver what customers want.<\/p>\n

\u201cCall center executives cited phone and email as the top two ways to receive customer feedback (with 37 percent saying the former is the primary channel and 22 percent saying the latter),\u201d Consero said. \u201cBut the problem is that those channels are too limited to meet the needs of today\u2019s customers.\u201d<\/p>\n

As might be expected, it all comes down to technology. \u201cUp to 40 percent of respondents said IT does not meet current needs, 80 percent said it will not meet future needs, and 40 percent claimed they lack analytics capabilities,\u201d Consero said.<\/p>\n

Clearly, this is the challenge. The question is, will there be enough funding to fix it?<\/p>","protected":false},"excerpt":{"rendered":"

January 05, 2016 As if high employee turnover and disgruntled customers weren’t enough, a new study finds that call centers are facing new challenges as the New Year rolls out. That’s the word from Consero Group, an international leader in creating industry-specific events for senior-level executives. The company just published the results of its look […]<\/p>\n","protected":false},"author":1,"featured_media":1261,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[65],"tags":[],"class_list":["post-1887","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-outsourcing"],"_links":{"self":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1887","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/comments?post=1887"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1887\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/media\/1261"}],"wp:attachment":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/media?parent=1887"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/categories?post=1887"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/tags?post=1887"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}