8/14/2023 0 Comments 1 dispatcherAnd 58 percent of care leaders expect call volumes to increase even further over the next 18 months. Higher call volumes and more complex calls are challenging existing capacity-61 percent of surveyed care leaders report a growth in total calls, with increased contacts per customer and a growing customer base as the key drivers. Organizations are looking for new capabilities that will enhance both the customer and employee experience in “moments that matter”-those interactions that may have previously happened face to face or have significant influence on overall CX.Ĭompared with results of the 2019 State of Customer Care Survey, customer care leaders are now more focused on improving CX, reducing contact volumes, deploying AI assistance, and increasing revenue generation on service calls (Exhibit 1).Ĭustomer care talent is increasingly scarce Call volumes are higher and more complex than before, while companies find themselves struggling to find talent and train them to proficiency at pace.Īs customer care increasingly moves online, the distinction between digital and live interactions has also begun to blur. The survey findings indicate that customer care is at an inflection point. To uncover the latest trends in customer care, McKinsey surveyed more than 160 industry leaders and experts at the director, senior director, vice president, and C-suite levels to find out how their operations have been affected over the past two years of the COVID-19 pandemic. This article presents the key findings of the 2022 State of Customer Care Survey and how businesses are shifting priorities at this critical time. Done well-through a combination of tech and human touch-it is an area where companies can drive loyalty through a more personalized customer journey while unlocking greater productivity, increased revenue, improved job satisfaction, and real-time customer insights. Companies that don’t invest in this area face the possibility of further talent attrition, customer dissatisfaction, and even loss of market share.īut customer care is also now a major opportunity for businesses. Knowing where to focus or what to do first isn’t easy, and businesses need to move quickly. With challenges on all fronts, the question now confronting leaders is how best to prioritize investment across the people, operations, and technology aspects of their customer care strategies. Respondents say their top three priorities over the next 12 to 24 months will be retaining and developing the best people, driving a simplified customer experience (CX) while reducing call volumes and costs, and building their digital care and advanced analytics ecosystems. Not surprisingly, McKinsey’s 2022 State of Customer Care Survey has found that customer care is now a strategic focus for companies. For most organizations, the vast majority of digital customer contacts require assistance, and only 10 percent of newly built digital platforms are fully scaled or adopted by customers. While digital solutions and the shift to self-service channels will solve many of these challenges, they aren’t quite reaching the goal. Over the past two years, customer care leaders have had to quickly adapt systems and ways of working to accommodate the shift to working from home.
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