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IT - Call Centers

Contact Centers Add Technology But Still Fall Short
Destination CRM, Tuesday, February 6th, 2024
Companies have discussed the need to improve the customer experience for some time, but in 2023 they continued to fail to deliver on that promise, according to a report from CCW Digital.

'For all the talk about competing on the customer experience, all the hype over the transformative potential of AI, and all the excitement over predictive intelligence, today's experiences remain reactive, generic, inefficient, and unwelcoming,' CCW Digital concluded in its latest contact center report.

Less than 15 percent of consumers feel that companies are sufficiently personalizing customer interactions, according to study author Brian Cantor, managing director of CCW Digital's customer management practice digital division. 'The majority continue to endure long wait times on the phone while remaining wholly underwhelmed by AI-driven chatbots. Nearly 60 percent are facing undue difficulty getting refunds or make-goods when things go wrong.'

Only 4 percent of consumers think CX improved in 2023, according to the report.

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