A Forrester Thought Leadership Paper:
Contact Center Leaders Weigh In on the Top Challenges to Improving the Agent and Customer Experience
The findings show 70% of contact centers lack access to relevant customer data at the moment of agent interaction.
While that may not be a surprise, the path to solving this challenge uncovers systemic issues that are impacting daily performance and impeding long-term business growth beyond just CX.
- 1 out of every 3 firms can only orchestrate customer journeys within individual channels
- 51% of respondents agree that viewing customer data across all channels is a top issue
- 57% of contact centers are unable to take full advantage of the capabilities in the customer’s channel of choice