{"id":11404,"date":"2023-04-10T10:00:11","date_gmt":"2023-04-10T09:00:11","guid":{"rendered":"https:\/\/www.contactbabel.com\/?p=11404"},"modified":"2023-03-28T13:06:18","modified_gmt":"2023-03-28T12:06:18","slug":"whats-driving-the-strategy-of-us-contact-centers","status":"publish","type":"post","link":"https:\/\/www.contactbabel.com\/staging\/?p=11404","title":{"rendered":"What\u2019s driving the strategy of US contact centers?"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">It is fascinating and instructive to look over the findings of recent research into the strategic priorities of <\/span><a href=\"https:\/\/www.contactbabel.com\/staging\/united-states\"><span style=\"font-weight: 400;\">contact centers in the United States<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When such contact centers were asked to assign an importance score to various drivers for strategic contact center change \u2013 with a zero score indicating a \u201cvery unimportant\u201d factor, and 100 a \u201cvitally important\u201d one \u2013 customer satisfaction unsurprisingly achieved the highest average score, of 70.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Looking at the below rundown of drivers for strategic contact center change ranked by score, the next three highest-ranked are especially interesting: agent attrition (64), new technologies (55), and reducing service costs (46). <\/span><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-11405 size-large\" src=\"https:\/\/www.contactbabel.com\/staging\/wp-content\/uploads\/2023\/03\/Importance-of-drivers-for-change-to-contact-center-strategy-JPG-1-1024x981.jpg\" alt=\"\" width=\"1024\" height=\"981\" srcset=\"https:\/\/www.contactbabel.com\/staging\/wp-content\/uploads\/2023\/03\/Importance-of-drivers-for-change-to-contact-center-strategy-JPG-1-1024x981.jpg 1024w, https:\/\/www.contactbabel.com\/staging\/wp-content\/uploads\/2023\/03\/Importance-of-drivers-for-change-to-contact-center-strategy-JPG-1-600x575.jpg 600w, https:\/\/www.contactbabel.com\/staging\/wp-content\/uploads\/2023\/03\/Importance-of-drivers-for-change-to-contact-center-strategy-JPG-1-300x287.jpg 300w, https:\/\/www.contactbabel.com\/staging\/wp-content\/uploads\/2023\/03\/Importance-of-drivers-for-change-to-contact-center-strategy-JPG-1-768x736.jpg 768w, https:\/\/www.contactbabel.com\/staging\/wp-content\/uploads\/2023\/03\/Importance-of-drivers-for-change-to-contact-center-strategy-JPG-1-1536x1472.jpg 1536w, https:\/\/www.contactbabel.com\/staging\/wp-content\/uploads\/2023\/03\/Importance-of-drivers-for-change-to-contact-center-strategy-JPG-1-2048x1962.jpg 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">At a time when recession is looming and cost pressures are already high, contact centers across the US are clearly entering an era that will necessitate them doing more with less.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Alongside this factor, we are seeing ever-greater technological advancements, so it seems probable that in the months and years to come that businesses will look to move more of the work where human agents don\u2019t add extra value towards automated self-service.\u00a0<\/span><\/p>\n<p><b>Do the top drivers for change differ between contact center sizes?\u00a0<\/b><\/p>\n<p><span style=\"font-weight: 400;\">For the purposes of the aforementioned <\/span><a href=\"https:\/\/www.contactbabel.com\/staging\/united-states\/\"><span style=\"font-weight: 400;\">US contact center research<\/span><\/a><span style=\"font-weight: 400;\">, the sizes of the participating contact centers were also recorded. This allowed for the findings of the survey to be organized by contact center size, and it is insightful to see the differences and consistencies across the three contact center size bands of \u2018Small\u2019 (&lt;50 seats), \u2018Medium\u2019 (50-200 seats), and \u2018Large\u2019. (200+ seats). <\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-11396 size-large\" src=\"https:\/\/www.contactbabel.com\/staging\/wp-content\/uploads\/2023\/03\/Driver-for-change-JPG-1024x355.jpg\" alt=\"\" width=\"1024\" height=\"355\" srcset=\"https:\/\/www.contactbabel.com\/staging\/wp-content\/uploads\/2023\/03\/Driver-for-change-JPG-1024x355.jpg 1024w, https:\/\/www.contactbabel.com\/staging\/wp-content\/uploads\/2023\/03\/Driver-for-change-JPG-600x208.jpg 600w, https:\/\/www.contactbabel.com\/staging\/wp-content\/uploads\/2023\/03\/Driver-for-change-JPG-300x104.jpg 300w, https:\/\/www.contactbabel.com\/staging\/wp-content\/uploads\/2023\/03\/Driver-for-change-JPG-768x266.jpg 768w, https:\/\/www.contactbabel.com\/staging\/wp-content\/uploads\/2023\/03\/Driver-for-change-JPG-1536x532.jpg 1536w, https:\/\/www.contactbabel.com\/staging\/wp-content\/uploads\/2023\/03\/Driver-for-change-JPG-2048x710.jpg 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Contact centers in all three of these size bands regarded customer satisfaction as the most important factor driving their strategy, while agent attrition levels were consistently ranked as the second most important factor.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">There is less consistency apparent in prioritized strategic factors among different contact center sizes as one works down the list. It is clear, for example, that medium and large-sized contact centers place greater emphasis than their smaller counterparts on a perceived need to reduce service costs and the management of customers\u2019 changing channel preferences.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Meanwhile, the fact that agent attrition levels rank as the second most important driver for change across all three size categories underlines how inevitable it is that technology will be used to an increased degree in order to counteract this concern.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To discover more insights like these from the latest US contact center research, readers are encouraged to download our \u201c<\/span><a href=\"https:\/\/www.contactbabel.com\/staging\/the-us-contact-center-decision-makers-guide\/\"><span style=\"font-weight: 400;\">2023 US Contact Center Decision-Makers\u2019 Guide<\/span><\/a><span style=\"font-weight: 400;\">\u201d, which draws upon polling conducted among hundreds of organizations around the country.\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>It is fascinating and instructive to look over the findings of recent research into the strategic priorities of contact centers in the United States.\u00a0 When such contact centers were asked to assign an importance score to various drivers for strategic contact center change \u2013 with a zero score indicating a \u201cvery unimportant\u201d factor, and 100 [&hellip;]<\/p>\n","protected":false},"author":20,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-11404","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>What\u2019s driving the strategy of US contact centers? 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