Businesses Struggle to Deliver Quality Customer Service
Only 21 percent of survey respondents felt their organization was excellent at delivering consistent customer service across multiple channels.Organizations with older contact center technology are finding it more difficult to deliver quality cross-channel service to customers, according to a survey of 225 global contact center decision-makers by Pega, which was conducted in partnership with IT research firm Forrester. The study indicated inefficiencies are leading to lower-quality interactions, as call center employees can't access customer data, with 36 percent being challenged with locating information to answer customers' questions. In addition, a third of respondents said they feel their organization can't deliver a consistent customer experience across multiple channels, and when it comes to upgrading technology, the contact center wants to improve the customer experience (53 percent), while businesses want to exclusively drive cost savings (51 percent). Only 21 percent of respondents felt their organization was excellent at delivering consistent customer service across multiple channels and enabling customers to use multiple channels in a single interaction. Half of all respondents have a current system that is at least 5 years old, and 28 percent of those are more than 7 years old.
The top challenges with current agent desktop apps are driving faster changes to the application, delivering quality service across self-service and agent-assisted channels, and managing front-office to back-office servicing.