Part 1: A leader’s perspective on the industry

Kura and Inisoft have been working with ContactBabel and the Contact Centre Association (CCA) to understand the state of the contact centre industry from a leader’s perspective, and in contrast to this, an advisor’s perspective.

Part one of this research series with ContactBabel takes a deep-dive into what the leaders of today perceive to be the key challenges, and how they plan to overcome them.  Over 100 UK contact centre decision-makers participated in this research, in summer 2017. Job titles included contact centre directors and managers, CX directors and other senior customer contact decision-makers.

Key findings in this white paper have revealed:

• 71% of contact centre leaders’ believe their advisors enjoy “good” or “very good” morale.
• The number one factor leaders’ believe will boost advisor morale is a higher salary – interestingly though, they do not believe this will improve their performance.
• The top criteria leaders’ are taking to support their front-line advisors is an investment in new technology.

Download your complimentary copy of this report here – http://bit.ly/2xyTULM.