After many years in the contact centre world, our SVP of Global Sales, Neil Titcomb has come across ...
Myth #1: Customers prefer to handle queries and troubleshoot via chat, email, or other asynchronous methods
Incorrect. ...
Although these platforms are useful when it comes to communicating with brands, voice remains the pr...
In fact, ...
Further demonstrating this, a recent CCMA study entitled ‘...
Plus, a lot of customers actually prefer authentic human interactions when it comes to customer serv...
That’s why at IRIS, we are committed to changing the ways in which audio is prioritised in call cent...
Myth #2: Call centres now value longer time-to-resolution because it means the quality of calls is better, and the contact with the customer is more human
Incorrect. ...
Although this is a widely held belief in the industry right now, the reality is that most customers ...
That said, there are some exceptions. For example, older demographics have more time and will accept...
Ultimately, time is money for both agents and customers. As such, reducing time to resolution remain...
Myth #3: Remote working has cut down background noise for call centre agents
Incorrect. ...
Working from home has actually introduced ...
...
The customer is traditionally never in a convenient location either. The majority (59%) of consumers...
It’s clear that background noise is not just an ‘at work’ problem, but also an ‘at home’ problem. Th...
Myth #4: Background noise can easily be tuned out. It doesn’t affect agents’ ability to perform
Incorrect. ...
For many, the fuss around background noise may come across as a bit futile and merely an excuse for ...
Wrong. Background noise is proven to have a negative impact on both physical and mental health — IRI...
...
Put simply, being a call centre advisor is challenging enough without background noise being a contr...
Myth #5: In 2022, consumers are happier with the customer service they are receiving
Incorrect. ...
For a sizeable portion of consumers, it’s actually heading in the opposite direction. A 2022 CCMA re...
And a chief instigator of all this? You guessed it: background noise. Almost half of all customer se...
It’s clear how much of an impact unwanted background noise can have on all aspects of call centre li...
To find out more about how IRIS Clarity can help your call centre, ...
