Contact center service innovators lead in efficiency, customer satisfaction — Deloitte
LONDON, ENGLAND — Deloitte Digital’s latest 2024 Global Contact Center Survey shed light on the evolving landscape of customer service, emphasizing the critical role of service innovators in leading the charge towards more efficient and customer-centric operations.
The survey, which gathered insights from 600 senior contact center leaders across five countries, highlights the significant impact of generative artificial intelligence (GenAI) and omnichannel strategies in shaping the future of customer interactions.
Who are service innovators?
Service innovators are organizations that excel in deploying advanced technologies and strategies to enhance service delivery and customer satisfaction.
According to Deloitte, these organizations are “setting the standard with the most sophisticated capabilities in their service delivery, quality assurance automation, personalization, and employee retention.”
The survey reveals that service innovators achieved 57% more of their service strategies in 2023 compared to their peers and reported significantly higher customer and employee satisfaction rates.
Strategic implementation and GenAI adoption
The survey underscores the importance of robust omnichannel orchestration, with four out of five companies actively steering customers to the most effective communication channels.
Additionally, one in three companies has seen a 9% reduction in cost per assisted contact through omnichannel integration tools.
A notable trend is the adoption of GenAI, which has proven to be a game-changer for service innovators. These early adopters are eight times more likely to utilize GenAI, experiencing enhanced agent productivity and customer service scores.
“Generative AI can help strengthen contact center performance. Those who have adopted the technology are seeing improvements across the board,” stated Jaden Herrin, Contact Center Leader at Deloitte Digital.
Future outlook and methodology
As contact centers continue to navigate a digital-first world, the integration of GenAI and strategic analytics will be pivotal in managing costs and improving service efficiency.
The survey, which included participants from key industries like banking, healthcare, and retail, provides a comprehensive overview of the strategies that are setting service innovators apart in a competitive landscape.
Deloitte Digital’s research offers a roadmap for contact centers aiming to enhance their operational efficiency and customer satisfaction through innovative technologies and cross-functional strategies.
As the industry evolves, the blend of human expertise and advanced technology will remain essential in delivering exceptional service experiences.
