In today’s increasingly digital world, where consumers have more choice than ever before, customer experience has become the number one differentiator, topping even products and price. This means that contact centres need to deliver operational efficiency to ensure they can move quickly in response to evolving customer demands and remain compliant with corporate, industry and regulatory standards.

In order to drive this exceptional customer experience, contact centres need to focus on eliminating common agent pain points. By eliminating mundane, repetitive tasks, while providing personalised coaching opportunities, agents are more likely to experience greater satisfaction in their positions, which, in turn, drives greater employee retention and improved customer experiences.

In this survey, we aim to unpack the challenges and priorities within contact centres in SA, as well as how they manage performance, and improve efficiencies using technology.