Contact Centers: Why Customer Engagement Initiatives Fail

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In the world of contact centers, there is no better way to kill the customer experience than to silo customer information. However, customers engage with companies through a variety of different channels, and each channel typically involves a different set of systems and technologies. This only serves to limit a contact center’s view of the customer to specific interactions instead of providing a deeper understanding of the entire customer journey. From the customer’s perspective, interactions across the contact center are viewed as one experience, not multiple distinct interactions…ensure it is seamless and that you have a complete view.

Organizations across a wide range of industries are making significant investments in technology to improve their engagement with customers and the overall customer experience. In fact, the global customer experience management (CEM) market is expected to grow from $2.68 billion in 2012 to $6.61 billion by 2017 (Markets & Markets, 2012).

Yet, many contact centers today still take customer calls with little understanding of the business value customers represent to the larger company. And even with access to a treasure trove of data, most contact centers have a hard time seeing patterns in customer interactions that can drive the business forward, leading to mediocre business results. 

If managing customer interactions is so critical to success that the industry has built a library’s worth of best practices and an entire sub-industry of technologies and software to support them, why do companies fail so miserably at it?

Transera outlines five reasons why customer engagement programs are unsuccessful, and some recommendations on how companies can turn customer engagement into real business value.


Related Topics : Vulnerabilities and Patches, Resellers, Broadcom, Broadband Services, Supercomputing

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