NEWS
CCMA reveals improved contact centre processes and policies are key to avoiding CX misalignment
Factors such as the cost of living and energy crisis are fuelling rapid escalations in customer demands and expectations and their need for support . Compounded by increased media attention on customer service , customers are hyperaware of the service they are getting versus the service they expect .
As such , contact centres are updating and realigning existing processes and policies to avoid causing a significant mismatch between customer experience ( CX ) expectations and realities .
The CCMA ’ s research further reveals that over half of people ( 53 %) find it hard to manage their finances , with 42 % of this group believing customer service has got worse this past year . As customers continue to feel multiple pressures on their finances , the urgency of their queries requires faster , yet more complex , resolutions .
According to the latest research from the CCMA ( Call Centre
Management Association ) which was supported by Odigo , the leading Contact Centre-as-a-Service ( CCaaS ) provider , the proportion of people in the UK who believe customer service is worsening ( 34 %) is almost double those who believe service is improving ( 18 %) in the past year .
“ This year we are seeing the impact of economic pressures on consumers , expressed in a downward turn in perceptions of customer service ,” said Leigh Hopwood , CEO , CCMA . “ During these difficult times , soft skills such as empathy , reassurance and human assistance are more important than ever in the contact centre . As is addressing the root causes of customer frustration and finding ways to protect and support the people on our contact centre front lines .”
ICO reveals 90 organisations hit by Capita cyberattack
The Information Commissioner ’ s
Office ( ICO ) has revealed that around 90 organisations suffered personal data breaches following the recent Capita cyberattack that happened in March 2023 .
The outsourcing giant is said to have left a pool of data unsecured online and hundreds of thousands of customers have been warned that they could be victims of the attack , while Capita said it is taking steps to secure the data .
Capita handles data for millions of people , for both private and public organisations , including companies that administer payments from pension schemes as well as local councils . Pension funds such as The Universities Superannuation Scheme ( USS ), the UK ’ s main pension fund for universities , are among the victims whose data has been compromised due to this attack .
“ Attacks of this kind are a reminder that all organisations must be increasingly vigilant around the protection of data and how to handle a cyberattack when it occurs , or else risk huge reputational and financial loss ,” said Achi Lewis , Area VP EMEA for Absolute Software .
“ Even organisations that have security protections in place are not exempt from an attack and it is vital that businesses are not just trying to stop cyberattacks from happening but are building resiliency to respond to attacks and secure systems and devices .”
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