Contact Centre Challenges Guide

Navigating change: 5 key contact centre challenges to focus on now

Every industry currently faces uncertainty, disruption, and change. Consumers worry about geopolitical volatility, soaring prices, and potentially losing their jobs, all impacting their behaviour and the experience they want from their providers.

No wonder that 90% of customer service leaders surveyed by HubSpot say consumers have higher expectations than ever before. And this figure is likely  to rise if the economy tips into recession.

Contact Centre Challenges Guide 2024

For contact centres, still getting to grips with a post-pandemic world, dealing with all of this turmoil may feel like yet another challenge to face.

Still, resolving this challenge is critical – your failure to deliver on customer expectations means your customers may vote with their feet.

Not only are expectations higher but, in many cases, they are also fundamentally different to a few years ago. Customers want a faster, more comprehensive service, across a widening range of channels, but often their values and behaviours have changed too.

They are digital-first and looking for brands that share their sense of purpose. And, they’ll judge service performance against top customer experience leaders, whatever sector the organisation is in.

So, how can companies transform their contact centres to manage changing customer needs successfully?

This Contact Centre Challenges Guide explains five key challenges impacting customer service and outlines how technology can help drive success.

1

Consumers want to be treated with true empathy

Recent research found that increasing agent empathy has almost double the impact on customer satisfaction than reducing waiting times. This guide offers tips on how to help your agents deliver consistent, empathetic customer service.

2

Customers need you to know their history and needs

Most companies need to handle more interactions, more quickly and across more channels than ever before.  Accordingly, these require better easy access to up to date information to meet expectations. This guide looks at how technology can help manage and deliver knowledge through self-service for agents and customers.

3

Organisations have to do more with less

Higher costs and lower revenues mean even tighter budgets and lower costs. This guide looks at how smart solutions can help reduce costs and improve efficiency without impacting service.

4

The rise of the conscious consumer

Ethical and environmental concerns have become important factors when making buying decisions. So, how can you demonstrate that you are committed to becoming more sustainable?

5

Companies must focus on employee experience

Fail to engage  and support your people, and they won’t deliver the service experience that customers expect. How can you increase engagement and improve the employee experience? This guide offers technology, skills, processes, and culture tips to creating a supportive working environment.

About Us

We are the world’s most reliable contact centre technology provider. Our global brand is built on our track-record of consistently honouring our commitments – to our customers, our staff and our shareholders.

Enghouse Interactive, a subsidiary of Enghouse Systems Limited (TSX: ENHG), is a leading global provider of contact centre software and service solutions that deliver enhanced customer service and transform the contact centre from a cost center into a powerful growth engine. Our Practices and Solutions enable businesses to leverage meaningful, daily customer interactions to extract key insights used to deepen customer loyalty and uncover new opportunities to add value, profitably.

Supporting over 10,000 customers, in 120+ countries, Enghouse Interactive works within any local regulatory environment and supports any telephony technology, whether deployed on premises or in the Cloud, ensuring that our customers can be reached by their customers – anytime, anywhere, and via any channel.