Free · 3 minutes · Contact Center

The Customer Journey Friction Review

Answer 10 quick questions to see where callers wait, repeat themselves or give up. Then we'll walk you through a free, advisor-led briefing with what to fix first — independent, with no vendor agenda.

What is your typical abandonment rate during peak hours?

1. What is your typical abandonment rate during peak hours?

How often do customers get transferred before reaching the right agent?

2. How often do customers get transferred before reaching the right agent?

How do customers describe your IVR or phone menu?

3. How do customers describe your IVR or phone menu?

When a bot or IVR hands off to a live agent, does the context carry over?

4. When a bot or IVR hands off to a live agent, does the context carry over?

Do customers have to re-authenticate after a transfer?

5. Do customers have to re-authenticate after a transfer?

How many separate screens or apps does an agent use to handle one contact?

6. How many separate screens or apps does an agent use to handle one contact?

What is your annual agent turnover?

7. What is your annual agent turnover?

Do you measure CSAT and first-contact resolution, and act on them?

8. Do you measure CSAT and first-contact resolution, and act on them?

Where are you with AI (agent assist, summaries, virtual agents)?

9. Where are you with AI (agent assist, summaries, virtual agents)?

When does your contact center platform contract renew?

10. When does your contact center platform contract renew?

10 questions left