As the channels our customers use continue to grow, and our work practices become increasingly flexible, our ability to measure our contact centre performance effectively is becoming increasingly important.
Yet most contact centres are still relying on the metrics and targets that were put into place 5 or even 10 years ago to measure their success.
So we see increasingly demanding and dissatisfied customers, unhappy staff members, errors and disconnected experiences across each of our contact channels.
The way we measure success needs to change. 45.9% of businesses indicated that CX is the #1 priority this year. It’s no wonder when you hear that a focus on enhancing CX is predicted to double revenue within 36 months.
It’s time for the contact centre to shine!
With a year that forced digital adoption on the customer base at large and restricted face to face channels for the entire global population, we have an opportunity like never before to step up and lead our organisations through the rise of a customer-first culture.
While CX is taking centre stage - the platform that it’s standing on is data. Without good data, we cannot deliver good CX, and we cannot drive the level of change required in our organisations.
It is critical that contact centre leaders identify, measure and manage current and future requirements of the customer and its alignment with business outcomes. This won’t happen with yesterday’s metrics.
That’s why we wrote this report. We wanted to support the contact centre community to review and rethink the critical metrics it uses to measure success and drive decision making.
We wanted to help you adapt, transform, evolve, and do so profitably.
We wanted to support your executive conversations with relevant, timely and focused metrics that tell the story you need to tell to get support for the investment that will be needed to fuel your transformation.
In this report, we’ve covered metrics that span a variety of important perspectives in your operation:
Cost
Customer
Efficiency
Planning
Workload
Employees
Whether you are a sophisticated, omni-channel, rapidly evolving team, or a simple single-channel operation, this report will help you to rethink the metrics that define your success, prioritise improvements and remain ahead of the competition.
No matter where you are in your operational maturity, the fact is that technology is advancing at a rate of 2 times every 2 years.
“The pace of change has never been this fast before, yet it will never be this slow again. There’s enormous opportunity, and enormous potential, in that realisation.” (Justin Trudeau)
Now is the time to consider how your definitions of success need to evolve in order to adapt to this rapidly evolving landscape.