In August 2020, LiveVox surveyed contact center professionals at the C-suite, VP, Director, and Manager levels to understand what their strategic priorities are right now, where they’re headed in the future, and what roles customer experience, non-voice channels, and compliance play in their operations. We gathered responses from individuals in a wide range of industries, including Banking, Financial Services, Healthcare, Telecommunications, and Insurance, across job functions ranging from Operations to IT to Customer Experience.
Based on their inputs, we’ve crafted this report that highlights the challenges, priorities, and opportunities for contact center professionals today.
The results are clear. A vast majority of contact center professionals say customer service is the primary use for their contact centers. And that’s not surprising. Whether you’re in the business of selling a product or service, or you work in debt collection or customer acquisition, customer service is your business. That’s why we also found that when contact centers are looking for a technology provider, their number one priority is improving the customer experience.
What about efficiency, though? When serving customers, yes it’s important to deliver an exceptional experience, but contact centers also want to do it efficiently at the same time. For some, this begs the question: “How do I get the efficiency I need while also maintaining compliance with federal rules and regulations?” The results show that respondents see features and functionality as the answer to this challenge—that is, a technology provider should offer solutions that make it possible to reduce costs, streamline operations, and improve compliance.
But all of the features in the world don’t matter if they aren’t easy to use for agents. This is key because improving the agent experience is a huge driver for improving the customer experience. That’s why having an omnichannel solution is so important. When you put your agents on multiple different systems to check and double-check, your customers are inconvenienced. By giving your agents tools that are seamless and easy to use, you make it easier for them to do their jobs—and to deliver a better experience for customers.
These survey results contain insights gathered from contact center executives across the country and reveal their take on improving the customer experience, putting compliance top of mind, and expanding into an omnichannel environment.
Read the free report to find out:
- The #1 purpose for contact centers today
- Which attributes are most important in a technology partner
- What features and functionality are most critical
- The most important consideration in choosing a platform
- The significance of non-voice channels.
LiveVox is a next-generation contact center platform that powers more than 14 billion interactions a year. We seamlessly integrate omnichannel communications, CRM, and WFO capabilities to deliver an exceptional agent and customer experience while reducing compliance risk. Our reliable, easy-to-use technology enables effective engagement strategies on communication channels of choice to drive performance in your contact center. Our battle-tested risk mitigation and security tools help clients maximize their potential in an ever-changing business environment. With 20 years of pure cloud expertise, LiveVox is at the forefront of cloud contact center innovation. Our more than 450 global employees are headquartered in San Francisco, with offices in Atlanta; Denver; New York City; St. Louis; Medellin, Colombia; and Bangalore, India.