Today, customers have become very demanding. They are more knowledgeable and have access to a greater amount of options in each and every industry that meets their requirements. Customer loyalty has become a rarity and it takes great deal of effort to keep customers happy and satisfied today, more so than was required a decade ago. Customers want a frictionless journey on channels of their choice. They want their problems heard and subsequently resolved quickly. However, the industry is massively unprepared for this revolution.

CSAT Scores Are Dropping

Experts cite customer experience as the key differentiator for any businesses success. Yet, it has been found that the C-Sat scores have been dropping for some time now. One of the reasons for this is that contact centers are still looked as cost centers. However, there is an urgent need for call centers to evolve into resolution centers. This requires a cultural change across the company, where the front line employees (call center agents) are considered the most vital clog in a customer’s journey.
Based on the findings present in Dimension Data’s 2015 Global Contact Centre Benchmarking Report, it seems there is still some time before companies are able to catch up with their customers’ requirements. Some of the key findings with respect to technology are:

‍