One of the primary goals of every contact centre is to resolve customers’ queries with as little effort as possible required of customer and provider. However, many issues can arise that get in the way of effortless outcomes. So we have done some research to explore this further.
This research addresses these common causes, seeking answers to critical questions:
• What are the common causes of customer effort?
• Are some customers affected more than others?
• What can contact centres do to minimise effort?