Top Call Center Priorities In 2014 [INFOGRAPHIC]

 Top Call Center Priorities In 2014 [INFOGRAPHIC] News 20 June 2014 Top Call Center Priorities In 2014 [INFOGRAPHIC] This month we attended the 15th Call Center Week Conference and Expo in Las Vegas. In this meeting place for best practices and discovery, the discussion among organizations looking to optimize call center operations clearly centered in customer experience. With that in mind, this year Call Center IQ polled more than 1000 attendees on this topic, as well as their call center strategies.  The survey provided a very interesting numerical context for the state of customer service in 2014.  We created this handy infographic showing the top results of that survey: Read more ...
This month we attended the 15th Call Center Week Conference and Expo in Las Vegas. In this meeting place for best practices and discovery, the discussion among organizations looking to optimize call center operations clearly centered in customer experience. With that in mind, this year Call Center IQ polled more than 1000 attendees on this topic, as well as their call center strategies.


The survey provided a very interesting numerical context for the state of customer service in 2014.

We created this handy infographic showing the top results of that survey:


CCSI top call center priorities


Here's the key data from the Call Center Week survey:

What is the primary objective of your call center?

78% - Deliver Customer Satisfaction
13% - Customer Acquisition or Retention
5% - Minimize Cost of Customer Engagement
4% - Cross-Selling or Up-selling

Which trend/focus will most notably impact your business (Part 1)?

38% - Making Service a Top Priority
23% - Attracting & Retaining Top Talent
22% - Real-time Analytics and Big Data
12% - The Omni-Channel Customer
6% - Technological Distruption (Cloud, WebRTC, etc)

Which trend/focus will most notably impact your business (Part 2)?

34% - Personalized Customer Interactions
28% - New Models, Including At-Home Agents, Self-Service, Mobile Response
20% - Pressure to Prove ROI
18% - Changes in Customer Attitudes & Expectations

Please rate your organization's ability to deliver a multi-channel experience.

35% - Average
27% - Good
21% - Poor
9% - Excellent
8% - Very Poor

Please rate your company's efficacy in social customer care.

33% - Average
21% - Good
20% - Poor
18% - Very Poor
8% - Excellent

Which describes your top business priority?

66% - Creating a Consistent Customer Experience
13% - Workforce Management and Culture
8% - Call Center Metrics & Performance
5% - Call Center Data Analytics
3% - Cost Reduction
5% - None of the Above

How does this year's call center budget compare to that of last year?

49% - About the Same
34% - It Increased
12% - It Was Reduced
5% - Unsure

What are your organization's plans for hiring a Chief Customer/Chief Customer Experience Officer?

61% - Not in the Budget
36% - Already Hired
3% - Considering Hiring
0% - Already Interviewing

Clearly, customer satisfaction and making the customer experience consistent in all channels are top priorities for call centers this year.

Call Center Services International (CCSI) provides a proven nearshore low-cost Customer Service Solution. CCSI will successfully establish your Customer Service Center based on you requirements (agent skill sets, infrastructure, and technology) and the administrative needs of "doing business in Mexico" are completely handled by us. Contact us to learn more: (877) 399-3419.

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