Section l: Investments in People and Processes
Does where we work impact how we work?
Contact center associates want to work from home; Customers say ok, but
many business leaders don’t.
The Experience Gap: Businesses score themselves higher than consumers do!
Training is a high priority for business leaders and customers alike.
Part Il: Business Investments vs. Customer Preferences
Section II: Investments in Technology
Smart investments in the right contact center technologies prove critical for
maintaining and improving the Customer Experience.
Live agent chat is making inroads with customers; It should be considered an
investment priority.
IVR & Automatic Callback: Contact center technologies with great potential
when done right.
This is the seventh time The Northridge Group has
conducted a “State of Customer Service Experience”
study and the fourth time we have surveyed business
leaders. Our report provides insights that business
leaders can use to improve the Customer Experience at
their organizations.