Over the past few years, many contact centres have implemented emerging and disruptive technologies to improve customer journey efficiency.
Yet, despite utilising cutting-edge technology, pain points within the service experience continue to plague the industry.
CX Today Senior Editor Charlie Mitchell hosts John D’Anna, President and CEO of Hammer, to uncover how contact centres can react and fulfil their potential in 2022.
The discussion starts by introducing some of the most common challenges contact centres have faced in the last couple of years. Referencing the findings from a recent Hammer report, D’Anna points out three concerning trends.
“90% of contact centre leaders are feeling that the business has unrealistic expectations of them. Contact volumes are still rising across all channels. On top of that, customers and agents are leaving organisations more than ever before.”
Hybrid working environment has created a real challenge for contact centres, as agents are dealing with an increased cognitive load, notes D’Anna.
“Agents have to deal with hybrid technology in the networks themselves, whether it’s all private cloud-based or on-prem technologies.
“80% of organisations we surveyed have migrated all their contact centres or part of them to the cloud.”
Surprised by this figure, D’Anna says the migration should have gone much faster than it has. He continues:
“We’ve also found that 39% of contact centres have a mix of home-based and office-based agents. 30% of them are still office-based and another 30% is entirely remote.