How to overcome your Contact Center leaders worst fears

It’s a scary time to be a customer experience (CX) professional. According to a recent survey of Hammer customers, partners, and prospects customer demand are on the rise: customer call rates are up 66%, customer chat rates are up 73%. At the same time, the CX tech stack is more complex and more costly than ever before: 55% of companies can’t evaluate tech investments and 52% aren’t sure they’re seeing ROI from their tech investments. All of these circumstances combine, leading to an increase in both agent attrition and customer churn.

What’s even scarier, however, is that many contact center leaders don’t know all of the issues that customers may be running into just trying to get connected.  

To shine a light on these horrors behind the hold music, Hammer and Bandwidth co-hosted a webinar on Halloween to share some of the strange and scary stories they’ve seen and offer tips on how to survive them all. Check out the webinar and contact the Hammer team if you’d like to learn more about overcoming your own contact center nightmares.