According to the latest joint research efforts from Call Centre Helper and NewVoiceMedia, 44% of industry professionals claim “IT issues” are a fundamental barrier to operating an optimized contact center.
When asked about the specific factors restricting progress in their industry, survey respondents cited budget (67%), the need for new technology (40%), and technology not being joined up (35%), reports a CRMXchange article covering the survey results.
“It’s surprising that IT issues are a barrier to so many businesses running a great contact [center],” says Jonathan Gale, NewVoiceMedia CEO, in the article. “Cloud technology offers a cost-effective solution to businesses of all sizes, meaning they can make the most of their CRM investment and serve better to accelerate growth and stay ahead of the competition.”
The study also asked contact professionals what they would change about their current contact center technology. Most respondents stated the need for basic working computer systems and requested upgrades to the latest technologies, the article says.
“I’d like us to adopt better technology, so that advisers have one place to go for a complete customer view and can access all required data in one place,” notes one participant.
As demand for IT improvements increases among contact center professionals, call centers can leverage speech analytics technology to enhance agent performance and improve the overall customer experience.