The contact center has been at the forefront of many changes over the past decade. Indeed, for many firms, the contact center has evolved into the nerve center of their customer experience programs. Interestingly, as the contact center has gained strategic importance across many businesses, Aberdeen Group research shows that agent staffing levels have declined.
Between 2012 and 2015, Aberdeen Group surveyed several hundred organizations regarding numerous aspects of their contact center operations, including staffing levels. Decreasing the number of agents means that contact centers must do more with less. However, the trend shows that, despite having fewer agents overall, companies actually reported improvements in customer retention rates between 2012 and 2015. In other words, modern contact centers have learned to deliver superior customer experience outcomes with fewer resources.
Why Does the Modern Contact Center Need Fewer Agents?
No contact center agent can handle two separate phone conversations simultaneously. However, digital conversations – such as live chat, social media and text messaging – are another story. In these cases, an agent can handle up to two or three live chat sessions concurrently. Alternately, an agent might manage a single customer conversation through text message, email, and social media concurrently. The wide adoption of digital channels enables the modern contact center to do more with less. Specifically, it allows organizations to reduce staffing needs while maintaining the same levels of customer service.
To learn more about how to empower your contact center agents, and save resources, read the full report.