Strategic Contact, an independent contact center consulting firm, recently published the results and analysis of its annual survey of close to 300 participants across multiple lines of business, industries and various contact center sizes. This study not only shows the results for 2019, but compares the results to previous years. Interestingly, there is somewhat of a mismatch between what vendors are hyping (like AI) and what various industries actually are reporting as their top priorities.
2019 shows a shift in top challenges, which has been pretty consistent in past years and mainly centered around coaching and training. This year, technology and frontline staffing issues dominate the top challenges in this survey.
In terms of priorities for 2019, performance management technology has moved up the ladder, and employee engagement has leapfrogged other priorities to the top spot. However, self-service continues to be high on the list for many industries in 2019, with 21.7% of respondents placing this as a top priority.
So why does self-service continue to be a top priority in 2019? As the paper points out it is a key way to solve the dilemma companies continue to face: how to provide excellent, cost-effective service while facing other pressures such as outdated tools and staffing challenges.
As most would agree, self-service is a critical part of an effective customer engagement strategy. It is often the first contact customers have, and can either help to retain life-long customers, or cut short relationships if they have a less-than-optimal experience.
If you haven't revisited your self-service strategy recently, 2019 may be your year to improve your customers' experience quickly and cost-effectively, while allowing you also focus on other business priorities. With the right combination of experience and technology, Streamwrite and ATI are ready to help modernize your self-service.
The Contact Center Challenges and Priorities 2019 report can be viewed here: https://www.strategiccontact.com/articles/2019/CC-Challenges-Priorities-Jan2019.pdf