by Kurt Schroeder and John Seeds
Today’s contact center must act as a proactive engagement hub, predicting customer needs and reacting to them before they negatively impact the relationship. The modern contact center must also provide multi-channel communications avenues to customers who have come to expect 24/7 access to brands. In point of fact, the focus has shifted toward transforming legacy contact centers into a truly engaging customer experience hub.
As the contact center’s role in CX has evolved, so too have the metrics for judging its successes and weaknesses. Once, operational efficiency metrics such as call handle time and agent productivity, were the key performance indicators (KPIs) contact center administrators used to determine the performance of systems and agents. Today, CX-specific metrics, such as effort score and customer lifetime value have become just as important measures of a contact center’s success.
Best-in-Class Organizations Embrace Contact Center Transformation
Weighing the costs of inaction versus the costs of transformation can be difficult. We’ve partnered with Aberdeen on the creation of a research report highlighting the performance gains best-in-class firms achieve by taking a customer-first approach and the opportunity cost companies face when they don’t embrace transformation.