A contact center plays an integral role in the relationship between a company and its customers. It’s invariably the first line of contact that a customer has with a business; it’s also often the only interface that they have with an enterprise. The impetus to create a favorable and lasting impression with the customer has propelled the contact center industry to reinvent itself and to seek newer and bigger opportunities, transforming itself from a niche industry in the 1980s to one that is set to have an estimated value of $407.1 billion by 2022.
As pointed out in Regalix’s research report, ‘State of Contact Centers 2019,’ the industry is moving towards an omnichannel approach. In fact, 85% of contact centers that have implemented an omnichannel strategy see improvement in their CSAT scores. But there’s still work to be done; 45% of the organizations we surveyed said that a lack of accurate reporting and analysis is a major pain point in this domain while 35% said low first contact resolution (FCR) is another area of concern.
In this edition of Digital CMO Digest, we interviewed high-level customer support executives from top companies like Morningstar, Five9 and Fuze to get their thoughts on contact center solutions, relevant technologies, trends they’re seeing and much more. Their insights will help you better understand where the contact center industry stands today and the path it will follow in the future.