Top 3 Challenges Facing Contact Centres

As the world emerges from the pandemic and faces the realities of today’s macroeconomic environment, delivering high quality customer experience has never been more important for companies.

To uncover how organisations are addressing CX challenges, including perceptions on how AI will impact their efforts, CallMiner surveyed 700 contact centre and customer experience leaders across the U.K., U.S. and Republic of Ireland, South Africa, France, and Germany.

The results are eye-opening, including:

» Top 3 contact centre challenges: understanding customer vulnerability (39%), combating customer service rep disengagement/lack of productivity (37%), and increased customer impatience (32%).

» 45% strongly agree that they want their organisation to do more with fewer resources

» Nearly half believe AI is key to optimising CX

Download the report today to learn about the challenges faced by other contact centre and CX leaders, how they are addressing them, and how they envision a future where AI will play an ever-expanding role.



To Download the ‘CallMiner CX Landscape Report 2023 Click Here

CallMiner is the global leader in conversation intelligence to drive business performance improvement. CallMiner delivers the industry’s most comprehensive platform to analyse omnichannel customer interactions at scale, combining deep domain expertise with cutting edge AI technology and machine learning. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organisations across all major verticals including technology, media and telecom (TMT), retail, manufacturing, financial services, healthcare, and travel and hospitality.

For additional information on the CallMiner view their Company Profile

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