95% say departmental silos damaging digital transformation of the contact centreby
95% of organisations polled say that a lack of cooperation between departments is frustrating them in their attempts to digitally transform their customer contact experience.
New research from KCOM and industry body CCA Global, a leading global authority on contact centres and customer experience, surveyed contact centre managers about their efforts to become more digitally-enabled.
Survey respondents were drawn from organisations of varying sizes (23% with 0-50 contact centre agents, 27% with between 501-1500, 13% with 251-500 and 10% with more than 5,000) and from a wide variety of industrial sectors including financial services, telecoms and utilities.
And the results found that, irrespective of size or industry, a lack of coordination across departments was rated as extremely significant or significant by almost all respondents.
Other obstacles included the inflexibility of current processes and systems (cited by 83% of respondents) and the cost related to digital transformation being more than anticipated, due to a lack of integrated IT systems and forward planning (cited by 45%).
Finally, 23% of respondents reported that their organisations were hampered by having no long-term digital strategy.
“Some of these issues may well be diluting the appetite of organisations to take full advantage of the benefits digital transformation can bring to contact centres,” said Anne Marie Forsyth, CEO, CCA.
“Despite the fact that 46% of respondents said a digitally transformed customer experience could be a real opportunity to differentiate their organisations and leapfrog the competition, it seems that integration worries across the company are holding back these projects.”
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.