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  • WHITE PAPER: Are you a Customer Service Leader or Laggard?

    960 640 Stuart O'Brien

    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.


    Stuart O'Brien

    All stories by: Stuart O'Brien

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