The results of the 2012 Global Contact Center Benchmarking Report have been released, which includes data collected from 637 contact centers in 72 countries across the Americas, Asia, Australia, Europe, the Middle East, and Africa.
In the past year, many contact centers have made it their goal to provide more service channels to enable their customers to reach them through the means of their choice. With the advancement of technology, consumers are increasingly relying on the availability of multiple channels when attempting to contact organizations. Social media and mobile interactions are on the rise; one in three businesses are already supporting social media, and almost 20% of contact centers have smartphone applications in place. Within the next 12 months, it’s also expected that almost half of the contact centers will be using Web chat to provide customer service as well.
IVR (interactive voice response) have also been on the rise. This technology is being utilized by a large percentage of the contact centers to provide self-service channel to their customers, and is second only to web usage in the self-help category.
One thing that almost every contact center will need to work on in the next year is monitoring the effectiveness of these other means of service. Few organizations have measured the satisfaction of customers who utilize the self-help, non-agent channels. By neglecting this in the future, the contact center will have no way to tell if the newer self-service channels are, in fact, beneficial to the contact center.
Finally, it was found that cloud-based solutions continue to play an important role with contact centers. Most likely, these contact centers will use a hybrid approach for the migration to a cloud-based solution.