Customer satisfaction remains a key strategy driver for U.S. contact centers, says UJET

CALIFORNIA, UNITED STATES — Customer satisfaction is seen as the key factor in determining the strategy of most contact centers in the U.S., according to a report released by software firm UJET.

In a question about important drivers for strategic contact center change where 0 is very unimportant and 100 is vitally important, customer satisfaction ranked the highest with 70.

It is followed by agent attrition with a score of 64, new technologies with 55, and reducing service costs with 46.

The report stated that this result “is a very positive finding.”

“Although it is of concern that all size bands see agent attrition as a driver for change, suggesting an increase in technology to manage any negativity,” the paper added.

UJET’s contact center decision-makers guide is the major annual report studying the performance, operations, technology, and HR aspects

Taking a random sample of the industry, a detailed structured questionnaire was answered by 205 contact center managers and directors between September and November 2022.