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Nearly half of all contact centres consistently collect and report on metrics that they never use to improve the customer experience, according to a new survey.
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"Given the advancements in the online customer experience with sales and support, customers expect to be able to get right to what they need when they call"
According to this survey, call centres are indeed collecting data, but they are not harnessing them: more than 60 percent of call centres can't provide customer information proactively to an agent.
49 percent of agents report overall productivity and efficiency challenges when they have to ask customers for basic contact information.