Whitepaper - Exceeding Customer Expectations with Technology

Traditionally, businesses regard contact centres as a cost. As such, many exist doing as much as they can with as little resources or funding as possible.

They invest time and energy in hitting day-to-day targets rather than investing in the customer experience. There is little wonder that the average call wait time is 22.4 minutes according to Maintel’s latest research. Many customers think a company helpline is a ‘call of last resort’.

They would rather do anything than pick up the phone to a contact centre agent. Our research also showed that long waiting times are not the only frustration when dealing with a contact centre.