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New Research Shows a Persistent Gap between Business Perceptions and Customer Experiences #contactcenterworld [24]7.ai commissioned Dimensional Research to examine perceptions around the quality of customer service. The study found out that because of the pandemic, digital transformation stalled, and companies could not meet the ever-rising customer demands. In the report, in addition to analyzing the results of the study, [24]7.ai makes several recommendations for companies to consider as they address these challenges. Foremost among the considerations is the opportunity that CX-as-a-Service (CXaaS) presents for overcoming internal and external roadblocks to digital transformation. This approach combines people, processes, and technology to accelerate digital transformation, while reducing overall costs. Key Finding 1: Businesses that were adapting slowly now have other priorities - 94 percent of agents will continue working from home. Key Finding 2: The perception gap remains as the challenges mount - While 61 percent of businesses felt their digital channels delivered consistent customer experiences, 50 percent of the time, their automated channels failed. Key Finding 3: The best-laid plans fall through - In 2021, more companies are relying on multiple support channels, which is making the delivery of a consistent CX more complicated. Key Finding 4: A new possibility emerges - CX as-a-service, which combines talent, services, and technology, is emerging as a new way for companies to close the perception gap. "Without a doubt, as customer expectations rose during COVID-19, companies became frustrated," said Cory Good, SVP, Digital Transformation Strategy for [24]7.ai. "This report features several actionable recommendations to help companies bridge the gap with consumers." #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Monday, December 6, 2021 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |