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.