Contact Center Pressures
The imperative to manage contact centers to optimal performance is essential to the fundamental purpose of every financial services organization. The market research carried out by Ventana Research shows that contact center executives and managers are under pressure to provide the best possible customer service while staying within tight operational budgets. At the same time, contact centers must handle increased volumes of inbound calls and digital interactions while still maintaining a high level of customer satisfaction. To demonstrate success, managers must improve the key performance metrics on which they are assessed, especially customer satisfaction scores and agent utilization rates for financial services organizations.