Insights from the 2018 contact center report

June 12, 2018 | Contact Center Industry | Blog

The evolution of the contact center

Call centers have always been a crucial part of the customer experience. While the role of contact centers has drastically changed to meet heightening customer expectations, not all contact center solutions have evolved to keep pace.

There are major shifts evident today that reframe the way businesses deliver customer service, affordably and effectively, without sacrificing quality.

Let’s start with a quick history lesson

First, to appreciate the direction we are heading, it’s important to remember how we got here.

The evolution from manufacturing to the gig economy

In the 90s, just-in-time manufacturing changed the way companies manage inventory by allowing volume to match demand with less risk and waste. In the 2000s, the digital revolution connected everyone to information—and each other—and eliminated time waste. Now, the gig economy is increasing quality and participation in flexible skilled labor and eliminating people waste.

Employment in the gig economy is growing and enterprises can now reach far-flung workers at scale and leverage on-demand workforces. The flexible workforce is increasingly mobile, with work being done from practically anywhere, at any time. In short, work is no longer a place to go—it’s what you do.

Today’s contact centers fall short

Today’s traditional contact center falls short of its future potential because it has failed to evolve. Constrained by high attrition, poor call handling and lack of business agility, the traditional contact center’s way of operating has taken a big toll on customer experience.

Earlier this year, Liveops reached out to customer service leaders to gain an honest assessment of the maturity of their company’s contact centers. What is really happening?

Maturity levels were broken down into four different areas: traditional, developing, mature, and optimized.

Results show that 46% of the more than 750 customer service leaders we surveyed have calls centers that fall into the developing stage. Many companies in the developing stage settle at this point because they feel that they’re doing well. They might suspect there’s a better way, but they don’t see the value of it or a clear path to enhancing the customer experience.

Given the influence this workforce has over an organization’s success, it’s important to take a critical look at your contact center. When customers are happy with the service they receive, it leads to more spending. Companies realized a 10-15% increase in revenue and a 20% jump in customer satisfaction when they made experiences a priority (McKinsey).

What would you like to see out of your contact centers in the future?

Download the 2018 Call Center Report to see for yourself how more than 750 customer service leaders scored. And, if you haven’t already, take the 2-minute survey—upon completion, you will receive a customized report with insights into what changes will help you get more out of your contact center and deliver better customer experiences.

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Stephanie Stouck

Stephanie is director of solutions marketing at Liveops. She specializes in developing deep insights in the call center industry to create innovative solutions that maximize business agility and quality.