October 16, 2017
For the second straight year, improving customer experience is a top driver for digital transformation initiatives in our research.
Though there are many ways to address and improve customers’ experience, the contact center is crucial to success. Voice remains the top channel in the contact center, but customer experience goes way beyond voice. Organizations are adding email, SMS, web chat, video conferencing, screen sharing, and monitoring of social software interactions, through public sites such as Facebook and Twitter. Moving forward, interactions with bots and benefits of machine learning will further enhance CX.
Indeed, contact centers are becoming vital to the competitive advantage for every industry, from universities to retailers to financial-services companies.
Exactly how are companies leveraging contact center technologies? Nemertes evaluated this as part of research project, during which we interviewed 10 companies who use Enghouse contact center solutions. We compared the costs these companies incurred to industry-wide cost data gathered from our Contact Center Total Cost of Ownership research project. We also evaluated other relevant metrics. In summary, here are the data points from the 10 companies using Enghouse:
- 58% lower than industry average data for capital costs
- 35% lower than industry average data for implementation costs
- 21% lower than industry average data for operational costs
- 63% increase in the number of agents, because the contact center became more useful and valuable
- 17% increase in customer satisfaction (CSAT) scores
Additionally, half of the companies saw a 55% decrease in call hold time. Most of the IT leaders attribute the decrease in hold time to the addition of a callback feature, which lets customers keep their place in queue and get a call back when it’s their turn rather than waiting on hold. In other cases, integrating the contact center with presence and instant messaging helped agents transfer calls to people who were available rather than putting the customer in another voicemail or hold queue.
What’s more, 80% saw a 16% reduction in call handle time. By connecting the customer to the right agent (either via presence information or through IVR), they were able to handle requests more quickly. Some, however, increased call time, which they saw as a benefit because they actually improved upsell by spending more time with customers.
One of the most compelling examples of success came from a 9,000-employee retailer with 110 contact center agents, who had sales quotas to upsell new products to customers calling the contact center. After adding web chat to its contact center, the agents started beating revenue goals by 50% to 70% after implementing. Adding the new channel attracted a new customer base—the 18- to 25-year-old crowd that weren’t calling into the contact center previously.
This is a prime example of successful contact center innovation. By adding the new channel, as well as increasing the number of contact center agents, the company increased its CSAT scores, as well.
To read the details on this case study, as well as nine others, check out the full report here: http://info.enghouseinteractive.com/nemertes