Gartner has just released results of a call center modernization survey of worldwide CIOs. The findings show a surprising lack of awareness of the value of the contact center in strengthening customer relationships. Companies are just not making enough of a commitment to customer service representatives through better tools, training and compensation, the report finds.
The survey, conducted at the end of last year, showed that in the category of business priorities, attracting and retaining customers dropped from second to fifth place. I am confident if the same survey were conducted today you would find that retaining customers would rise back up to second place. The CIOs I talk to are under a great deal of pressure to directly help business leaders find new customers and keep a lid on churn.