Jabra - Maximising Contact Centre Resources Workshop

Life in the contact centre has always been extremely challenging, but it’s currently more difficult than ever. 

As Jabra's whitepaper on the Future of the Contact Centre reveals:

• Voice remains very much an important channel with 58% of contact centre leaders expecting an increase in call volumes over the next 18 months

• 82% of consumers reported getting issues resolved quickly is the single more important factor of a great customer experience, but 72% of customers reported it’s harder to reach a real person now than it was at the start of the pandemic

• Contact centre tech platforms are typically under utilised with a reported 44% of tech platform features not being used

• WER (Word Error Rates) of speech analytic platforms continue to be an issue with error rates being reported of up to 18% on some major platform providers