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Managing Noise: In the Contact Center
Every contact center is a hub of activity. Phones ringing, Customer Service Representatives (CSRs) on calls, colleagues talking and supervisors training new employees. From this commotion comes a challenge that needs to be addressed: noise.
Noise is the number one complaint among employees,1 and the greatest detriment to their focus and productivity.1 When background noise distracts your employees and prevents them from delivering an exceptional customer experience, the impact on brand perception and business performance can be significant. In fact, studies show that 66% of customers quit doing business with a brand because of a bad customer experience.3 That’s why an effective noise strategy for your contact center is essential.
1Plantronics Persona Research, 2017.
2Accenture Strategy, “Digital Disconnect in Customer Engagement: The High Price of Obsession – Has Digital Reached its Tipping Point?,” 2015.
3Dimensional Research for ZenDesk, “Customer Service and Business Results: A Survey of Customer Service from Mid-size Companies,” 2013.
4Great Britain: Control of Noise at Work Regulations; U.S.: National Institute for Occupational Safety and Health Controls for Noise Exposure; Australia: National Code of Practice for Noise Management and Protection of Hearing at Work.
5Oxford Economics, “The Always-on Economy: Survey Analysis Prepared for Plantronics by Oxford Economics,” December 2015.
6Oxford Economics, “When the Walls Come Down – The Evolution of the Workplace.”
7Microsoft, “2015 Global State of Multichannel Customer Service Report.”
8Service Quality Measurement Group (SQM Group), “Employee Satisfaction for FCR Effectiveness Benchmarking Study,” 2016.