Phone volumes have dropped by 17% since 2015.
The 2016 benchmarking report was framed around the theme of ‘Digital needs a human touch’. In other words, digital needs design, ownership and, especially, a human touch to be effective. As channel options have grown, complexity has increased too. It’s created a stretch (that is yet to be overcome) where there’s a lack of management fundamentals once commonplace in traditional service centres.
Operations are being asked to deliver expert solutions that they’ve only just started learning as they go. Agents are handling the fallout and being asked to resolve what are increasingly complex customer escalations. Organisations need to ensure that their new digital systems are supported from design, through to deployment and operational practice and review, to remedy service issues, and to not becoming a part of the problem. The process is ongoing, so agility of the approach is essential.
Benchmarking provides a vitally important reference point. It helps you gain insight into future trends, the ways in which your customers are likely to behave, and the performance levels you need to attain or aspire to. Attend a local event to personalise your results and get next steps. Register your interest here.
Dimension Data harnesses the transformative power of technology to help organisations achieve great things in the digital era. Customer experience (CX) forms part of Dimension Data’s Customer Experience (CX) and Collaboration Business Unit and enables over 7 billion customer interactions a year. We have over 33 years’ experience in planning, designing, integrating, and managing contact centres for our clients globally.