Friday, February 1, 2019

5 More Contact Center Reports Worth Your Time


Companies who wish to provide the best customer experience to their customers must find out how their support team is doing. This can be a bit hard at times especially if done by the company itself. Fortunately there are companies that publish reports and white papers based on their research, surveys, and studies done by them. However, the catch is that many companies are doing them that it is hard to determine which of these companies are giving high quality reports.

These reports also serve another purpose. They can help companies feel the pulse of the customer. Have a good understanding of which communication channel he/she wishes to use. This will help them be prepared to serve their customers better.

Since there are many support software available and companies have a hard time deciding which one to use. In fact many companies read these reports to decide which one to use.
contact center report

List of contact center reports that companies can rely on

Gartner’s Magic Quadrant
The famed Magic Quadrant of Gartner has also got strong reactions from many quarters who feel that it wrong to judge or rank contact centers based on two dimensions. This is because the two dimension are considered not only highly subjective but also oddly named. The report is considered important for CCaaS. The contact centers are divided into four groups challengers, leaders, visionaries, and niche players.

Important findings:
This year it has listed Talkdesk  as a visionary contact center while it has mentioned Avaya directly, but it has mentioned other companies that use its technology. That means it has referred it indirectly.

The Inner Circle Guide
The Inner Circle Guide is written by ContactBabel for the Omnichannel Customer Contact. The report compares digital channels to voice calls in terms of growth, volume, and cost. It studies and contrasts the channels customers prefer to use to the ones that they actually use. One can detailed reports for all channels including Web Chat, email, and social media. Things that are studied under this include how smart phones affect the contact center, how WhatsApp and Facebook affect the contact centers, and effects of web RTC and video.

Important findings
The report has given a idea about how call centers expect the inbound channels mix to be 12 months from now when compared to the present.

Contact Center 2.0, The Rise of Collaborative Contact Centers
This report has been written by Brian Solis of Altimeter and this report has conducted survey among 500 employees of companies that either have a contact center or they plan to open one. The only problem is that they have surveyed only employees in both UK and USA.

Important findings
Among the companies surveyed around 61% fall in any of these three categories - fully moved to cloud, partially moved to cloud, or have plans to move to cloud in the near future. This is highly tricky as partial can mean anything and plan to change can also mean anything.

The highest interaction channel is email with 83 % followed by voice in 71 %. It has, however, said that voice is the best option when it comes to providing good customer service. This proves that companies must not ignore the voice channel because there are many channel to choose from.

Global Contact Centre Benchmark
Global Contact Centre Benchmark has been written by Dimension Data. This report is highly valued as the company has not changed the questions it has been asking as well as the technology about which they are asking. In fact nothing has changed 1997. The report has the unique speciality that it can show people how customer service has been evolving from that year.

Important findings
The report has predicted that the use of digital channels will rise and soon over take the voice channel.

Eight Key Trends to Transform your Digital Customer Experience
The Eight Key Trends to Transform your Digital Customer Experience has been written by the collaboration of both Cisco and BT. The report has conducted a survey of customers from around 10 countries. These countries include India, Singapore, China, and Netherlands. The report talks about how chat based messaging has been increasing. That means chat based platforms such as Facebook messenger, and WhatsAPP. It, however, points that even though they are on the rise many people still prefer to use the traditional phone. That means the traditional phone based customer support is not going away anytime soon.

Important findings
The number of people who have use whatsapp as well as other chat channels have increased dramatically.This proves that the popularity of these chat channels is on the rise.
Another thing is that number of people contacting call centers through phone has slightly decreased.

After thoughts
There are many companies that conduct these studies and do the research. They have surveyed and published many white papers. Like we have mentioned above, it is quite a task to separate the good quality materials from the worthless stuff.  These reports can not only help companies decided which chat channel to use, but also which support software they want to use.

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