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.
Additional Findings:
- 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
Download the full study to see how a Contact Center Platform with embedded CRM capabilities can eliminate data silos and create a frictionless customer experience.
Fill out this form to get a copy of the study.
Webinar Replay
Transforming the Contact Center Customer Experience Through an Empowered Agent Experience — Featuring Forrester
Watch our recent webinar to hear our panel of industry experts, featuring guest speaker Art Schoeller, VP & Principal Analyst at Forrester, discuss the latest survey findings and industry insights that reveal a new path to improved CX and agent performance.
Forrester Infographic
The Study at a Glance
Short on time?
Check out this infographic to view the key highlights of the survey findings.
Forrester Study
A Total Economic Impact™ of LiveVox’s Contact Center Platform
Source: Transform The Agent And Customer Experience Using Contact Center Solutions With Embedded CRM Capabilities, a commissioned study conducted by Forrester Consulting on behalf of LiveVox, March 2021
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