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Industry Research : New Deloitte Digital Research Identifies Effective Behaviors of Contact Center Service Innovators

#contactcenterworld, @deloitte

Deloitte Digital's "2024 Global Contact Center Survey" highlights contact center trends and priorities for service leaders. With insights from 600 senior contact center leaders across the U.S., Australia, Canada, Japan and the U.K., the report showcases how service innovators — today's most effective and efficient organizations — are outperforming less-advanced organizations in areas like connecting experiences across channels, effectively deploying self-service tools, and the use of Generative AI to maximize efficiency.

Service Innovators capabilities compared to less advanced organizations.

"Improving efficiency has never been more important for Contact Center leaders," said Tim McDougal, service excellence lead, Deloitte Digital. "Service innovators stand to gain the most in this evolving landscape. While customer service remains near the top of leaders' priorities, the organizations who are best positioned to succeed will likely be those who embrace the power of Generative AI, collaborate across the business, and those who can provide value enterprise-wide."

Who are service innovators?

Service Innovators are organizations that are setting the standard with the most sophisticated capabilities in their service delivery, quality assurance automation, personalization, and employee retention. These organizations achieved 57% more of their service strategies in 2023 versus other survey respondents and were much more likely to report excellent customer satisfaction (4.6x more likely) and excellent employee satisfaction (2.5x more likely).

The state of service

Rapidly emerging GenAI-powered tools and the growing need to effectively manage costs are transforming the contact center landscape in an increasingly digital-first world. This report tracks this transformation and examines how organizations are adjusting their strategies to improve service efficiency and customer satisfaction amid these challenges.

Below are key findings for what companies are getting right and where service innovators are exceeding:

They are implementing robust omnichannel orchestration to connect experiences across channels

Four in 5 companies have activated a channel steering strategy that deliberatively guides customers to the most effective channel for their inquiry.

One in 3 companies has implemented omnichannel integration tools, resulting in a 9% lower cost per assisted contact.

They are using advanced analytics and streamlining collaboration across teams to improve self-service tools and resources

Twenty-six percent of companies have a well-defined cross-functional strategy to improve self-service capabilities.

Twenty percent are currently investing in better self-service capabilities (with an additional 30% planning to invest by the end of 2024).

Service innovators are 2.7x more likely to invest in analytics compared to organizations with less advanced capabilities.

They are achieving service efficiency through the power of GenAI

Service innovators are 8x as likely to have deployed GenAI when compared to organizations with less advanced service capabilities.

GenAI's early adopters are experiencing a greater impact, outperforming future adopters' expectations in all areas (improved customer service scores, higher agent productivity, improved deflection to self-service, and improved agent occupancy rate).

Companies currently deploying GenAI are 35% less likely to report agents are overwhelmed by information they're working with during calls.

"When paired with other performance enablers, Generative AI can help strengthen contact center performance. Those who have adopted the technology are seeing improvements across the board, including in productivity and increased customer satisfaction," said Jaden Herrin, contact center leader, Deloitte Digital. "While GenAI can help boost efficiency, contact centers understand that their most critical interactions will still require human-to-human communication. Excellence isn't optional and companies who are seeing the greatest success are the ones effectively melding technology and talent."

The report surveyed 600 respondents (360 in the U.S. and 60 respectively in Australia, Canada, Japan and the U.K.) who are full-time employees of a company with 1,000 or more employees and $100 million or more in annual revenue. Key industries surveyed included: automotive; banking; consumer goods and services; energy; health care and life sciences; hospitality; industrial and resources; insurance; media, entertainment and publishing; retail; and technology and telecommunications.

#contactcenterworld, @deloitte

Posted by Veronica Silva Cusi, news correspondent

About Deloitte:
Company LogoDeloitte Consulting's Customer Operations and Contact Center Transformation practice provides advisory services on all aspects of Customer Interaction and Contact Center strategy, operations, organization, process, and enabling technology topics with a focus on executable insights and shareholder value.
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Today's Tip of the Day - Environmental Considerations

Read today's tip or listen to it on podcast.

Published: Monday, May 13, 2024

Printer Friendly Version Printer friendly version

2024 Buyers Guide Headsets

All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing

Headsets Connect

Since 1998, Headsets Connect has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.


Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

Leitner Headsets

Contact Center Headsets
Over one million North American businesses have purchased headsets from us in the past two decades – we understand headsets.

Leitner Headsets are the most durable contact center headsets backed by a 5 Year Warranty, giving you a best-in-class productivity tool that fits your needs (and your head). As the trusted experts, we make headsets simple to choose, and easy to use.

Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.

About us - in 60 seconds!

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