Key Takeaways from Deloitte Global Contact Center Study

Global businesses are utilizing contact centers to enhance the customer experience in increasingly complex ways. Customer choice is behind the wheel, driving contact centers towards greater emphasis on consumer needs and preferences. Deloitte’s Global Contact Center Survey provides insights from over 450 contact centers, shedding light on how business is changing for the better.

 

1.Customer Experience

Now a top priority, customer experience is driving contact center growth even more so than operational expansion. Customer experience and expectations are a key driver for 88% of the contact centers studied in 2017, with improvements in customer satisfaction (46%) outweighing revenue growth (3%) in importance.

 

Today, companies are reporting that customer feedback (54%) will motivate core business decisions moving forward. How will they do it? Technologies such as text analytics and social media listening are improving in quality, streamlining the process of feedback collection. For the customer, businesses view ease and accuracy of information (66%) as most important to future contact center interactions.

 

2.Complexity and Diversity of Channels

Context of contact and mediums for customer engagement are adding to the complexity and diversity of contact center interactions. Phone contact is expected to fall from 64% to 47% over the coming years, with chat and social media expanding as channels for customer engagement. Advancements in technology such as  “chat bots” are predicted to streamline integration challenges, growing to an estimated 16% by 2019, up from 6% in 2017.

 

Survey respondents have a major thing in common: investment in new technologies for return interactions. Advanced analytics (66%) and voice of the customer (54%) top the list of emerging capabilities that companies seek to invest in over the next two years.

 

Contact centers expect web capabilities (29%) and mobile applications (23%) will generate the greatest return on investment. What’s the main challenge to realizing investment potential? Integration of existing systems (63%) for the ultimate omnichannel customer experience, along with budget (56%) and change management (55%) for overseaing company transformation.

 

3.Talent

Focus is placed on improving talent for all survey respondents, citing the use of analytics (73%) and training programs (63%) as the key initiatives towards boosting staff. Outsourcing as a strategic method has reached a state of equilibrium, and flexible work programs are popular in the retention of employees, with 52% of companies planning on undertaking the initiative over the next two years.

 

The Moral of the Story

Maximizing the potential of technological advancements and its integration with multifaceted channels is improving the customer experience for corporate contact centers. Quality of talent is a developing initiative towards growth. And with customer experience at the forefront of contact center executives’ minds, the customer truly is “always right.”