Research provides insights for contact centers to improve customer experience

According to the latest research of CCMA (Call Center Management Association) released today, customer efforts are directly related to customer switching brands. In their latest report, “Looking for an Easy Customer Experience,” 63% of people left the provider due to poor customer service.

Leigh Hopwood, CEO of CCMA, Commented,

“These insights clearly show why business leaders must provide the investment needed for their contact center operations to help them improve the customer experience,”

“A frictionless experience is the goal of every contact center. Today’s customers have high expectations for what they want. This report really delves into the process of finding a relaxed customer experience, revealing what customers want, and the organization How to influence change so as to reduce the possibility of customer churn.”

CCMA surveyed 2,000 people across the UK to understand their needs for customer service. The exact reason for the customer’s effort is of course specific to each provider and journey. However, there are common root causes at the overall level. This latest research addresses these common causes and answers some key questions.

Being passed on to another consultant is considered the primary reason for the client’s efforts. The update that was told to contact another department and was promised that it never happened was considered another key customer endeavor. Research also shows that most people are happy to receive outbound updates via email.

CCMA Research Director Stephen Yap, Comment

“This research shows that there are significant differences in expectations and expectations for customer service interactions in certain age groups.”

“The challenge for the contact center industry is to look at this research and review what changes can be made to further demonstrate this relaxed experience, and doing so will ultimately help their own productivity.”

The research project was supported by the digital workflow company ServiceNow:

“For us, the results strongly confirm that in terms of customer service, organizations usually pay the most attention to’participation’, that is, the front-end experience of the customer contacting the consultant. But customers are exactly asking for successful results, and they don’t care about your organizational structure. How, or what each team does and what they are responsible for, they just want to solve their problems quickly,” concluded David Irvine, Senior Director of Customer Workflow, ServiceNow, ServiceNow in the UK and Ireland.

To read the study in its entirety and register for further updates, click here

CCMA (Call Center Management Association) is the longest established association representing the UK contact center industry. Member organizations support contact center leaders by providing network opportunities; openly sharing best practices and improving their skills and knowledge through professional training. Its purpose is to provide its members with timely and impartial advice; to keep contact center leaders in touch with changes in their industry; to provide reliable benchmark information and to help individuals maintain awareness of the latest trends and developments.

For more information about CCMA, please check their company profile