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Key Takeaways
First Contact Resolution & Wait Times: Prioritising first contact resolution and minimising wait times are top customer priorities in contact centres.
Generational Shift: Younger customers value polite and friendly interactions more than expected.
Telephony vs Self-Service: Telephony continues to be the gold standard for customer service, even as self-service options grow.
Budget Constraints: Rising employee costs (e.g., National Insurance, minimum wage) and operational pressures are increasing budget constraints.
Increasing Call Duration: Call duration has increased over the years, impacting customer experience metrics such as speed to answer and call abandonment rates.
AI in Contact Centres: AI can enhance efficiency by assisting agents and streamlining processes without compromising customer experience.
Customer Preferences for Human Interaction: Many customers still prefer speaking to a person over self-service options, th...
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