Optimizing the Customer Experience

"In today’s intensely competitive markets, companies must offer a superior customer experience while remaining operationally efficient. Accomplishing this on a continuous basis while remaining within operational guidelines and cost parameters requires rigorous processes and investment in useful tools.

To both attract new customers and retain existing ones, the service those customers receive must match or exceed customers’ expectations. However, our benchmark research on the unified agent desktop for customer service shows that companies encounter a variety of barriers to optimizing the customer experience. The three top-ranked barriers are communication channels managed separately (cited as an issue by 21% of participating organizations), activities not coordinated across lines of business (17%) and the complexity of the agent desktop and the number of systems agents must use to handle interactions (13%)."