Contact Center Solutions Featured Article

Contact Center Study Identifies Strengths and Weaknesses

July 23, 2008

A common theme throughout commercial enterprises is the emphasis placed on quality customer service and maintaining customer loyalty. At present, communication and financial services companies are doing a better job at using customer service as a strategic differentiator than other companies.

This success is due in large part to the fact that they are more sophisticated and proactive in terms of the type and depth of contact center technologies that are implemented.
 
Genesys (News - Alert) Communications Laboratories commissioned a study among U.S. companies to gauge the success of contact centers. The result of this study revealed which industries are leading the charge in customer service offerings, and which are lagging behind.

To measure the overall state of customer service, the study polled 385 contact center managers from communication, financial services, insurance, government, utilities and healthcare organizations to determine what business practices and technologies were being deployed or planned for improving the customer experience.
 
One common characteristic is the strong likelihood that companies not currently using an IP-based contact center will likely implement one in the next two to three years. The study found that 66 percent of financial services companies, 45 percent of communications companies, 58 percent of utilities and 83 percent of healthcare companies not using the technology are moving toward IP installations.
 
"Consumers often have intuition about which industries offer the best customer service experience, and which ones use more dynamic customer service technologies," said Paul Segre (News - Alert), CEO, Genesys, in a Wednesday statement. "This research gives us insight into where each vertical segment is in the adoption continuum."

The results of this study also indicate that government organizations have more clearly defined measurements for contact center performance. Despite this progress, they still lag behind other industries, having installed fewer dynamic contact center technologies, such as outbound calling, customer-to-agent e-mail, instant messaging or Web callback.

The research also determined that while nearly two-third of the Financial Services companies are not currently using an IP-based contact center, more than half of them are likely to implement one in the next two to three years. In addition, insurance companies are the highest users of touchtone IVR with a 92 percent adoption rate.

Communication companies appear to be leading in use of SMS/text messaging and Web chat. Only 23 percent of healthcare contact centers are likely to attempt up- or cross-selling as they view the practice as inappropriate or time-consuming.

The results of this study highlight specific opportunities throughout multiple industries for advances that can be made within contact centers to actually drive higher customer satisfaction. While there is no one-size-fits-all in for contact centers, there are specific steps that can be taken that will not only improve performance, but also productivity.
 
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
 

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Jim Cossetta, President, CEO, 4What Interactive, Creators of The VoIPTrainer, brought to you by 4What Interactive (News - Alert).

 
 
 

Article comments powered by Disqus

Related Contact Center Solutions Articles

What it Takes to Deliver a Superior Customer Experience

For enterprises large and small around the world for the past several years "Improving the Customer Experience" has become a C-level priority. Some might even say customer experience (CX) has become a preoccupation. The challenge for everyone who is a stakeholder in developing ways to improve CX is in divining the answer to a straightforward but devilish question, "What does it take to deliver a superior customer experience?" [ Read More ]
09/02/2014

Big Data: Changing the Recruitment Process

Big data is having an impact on every aspect of business today, and recruitment is no exception. Many HR managers are increasingly turning to big data to find the right people for the right position. This idea of using big data for recruitment is called people analytics, and has been adopted extensively by many companies, especially those in the call center industry. In fact, call centers have been one of the biggest beneficiaries of people analytics because of its high attrition rates and the d… [ Read More ]
09/02/2014

Mobile UC Benefits From 'Interactive Virtual Queuing' For Efficient Customer Care

A recent study commissioned by Nuance of 1,000 American consumers, confirmed the changing needs and concerns for customer service brought about by smartphones and online self-service applications for information and simple business transactions ("mobile apps"). Eighty-two percent of consumers only contact customer service when they can't resolve their needs online by themselves. [ Read More ]
09/02/2014

How to be the 'Squeaky Wheel' of Customer Service

Sometimes getting customer service can be tougher than anyone might expect. It's easy to think that, particularly these days, businesses will go to just about any lengths to get and keep customers, but when it comes to customer service, that's not always the case. However, there are ways that customers can, at least somewhat, force the issue, and get great customer service out of a company, even when it would seemingly rather not provide that service. Squeaky wheels, after all, get the grease, a… [ Read More ]
09/02/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!