Finding Customer Experience is Key in Deloitte Contact Center Survey

Posted by Jackie Mullen on November 30, 2017

In a previous blog post, we sought to assuage the worries of business leaders feeling landlocked over their continued use of landlines. Though there has never been more choice when it comes to business technology, landlines remain a practical and cost-effective solution for many organizations. In fact, business leaders today even have the option to integrate many of the latest technologies within their existing landline infrastructure. This may be the optimal balance for many businesses today, based on the results of Deloitte’s 2017 Global Contact Center survey.

getting excellent customer experience

The annual survey’s findings, which are derived from responses from contact center leaders from over 450 organizations around the world, suggest that phones will continue to be a vital channel to foster superior customer experiences.


Let’s explore some of the key findings below.

Customer experience drives customer choice

Business success in the coming years will continue to be driven by customer experience. Every organization will need to take proactive measures to build out contact center services. For organizations without a dedicated contact center, that will mean deploying experience-driven solutions like automated receptionists and intuitive call transferring through your existing infrastructure.

Not all consumers have lost your number

85 percent of organizations anticipate that contacts will become more complex in the next two years, driving a need for a broad mix of channels and self-service technologies matched to simple interactions. However, by the time those two years are up, phone contacts are still expected to account for 47 percent of interactions in 2019. In other words, your landline won’t just be useful in two years—it’ll be a vital part of your omni-channel strategy.

Hire and equip contact teams?

Contact center experts who weighed in on Deloitte’s survey argued that it will be imperative for businesses to hire and equip contact teams to handle increasing volume and complexity in the years to come.

But that’s not necessarily the case. If you want to leverage your landline infrastructure but still understand the need to integrate emerging tools to improve customer experience, look no further than Zang Office. It has all the robust features you need to meet changing customer expectations while allowing you to leverage your landline too. That way, you’ll be able to provide your customers with a full contact center experience without having to actually build a contact center.

You don’t always need the latest technology to run your business successfully. But you do need to deploy solutions that will transform your existing operations into a customer experience powerhouse. If the findings from Deloitte’s Global Contact Center survey tell us anything, it’s that experience is what will set the most successful companies apart in the coming years—so make the call today.

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Topics: CX, customer happiness, call centers