New study lists down barriers to CX innovation
A new research conducted by the Contact Centre Management Association (CCMA), supported by cloud contact center provider UJET, listed down the most common barriers to customer experience (CX) innovation in a call center.
According to the study, CX innovation is usually stalled by a fundamental failure to hire the right people, establish appropriate metrics, and design effective systems and processes in the organization.
CCMA stated that businesses must first ensure a clerk, quick, and effective customer expectations delivery before pursuing a “bleeding-edge” transformation.
The research also stated that today’s contact center innovation aims to achieve easier, quicker, and cheaper ways for colleagues to help customers, such as better training for agents or improved self-service options for customers.
However, reverting to the previous ways of running the contact center, cynicism, using the wrong KPIs, reliance on third parties, and system fragmentation could halt innovation.
UJET COO Vasili Triant said, “Innovating the customer experience requires forward-thinking leadership that is open to exploring new experiences, technology, and approaches rather than simply updating and changing existing processes.”
He added that the insights presented by the research “will show a clear roadmap for transforming contact centers into operational and customer experience game changers for organizations.”
