In a digital-first, and often digital-only world, agents are struggling with desktop tools designed for phone customer service in the 1990s.
We sponsored an online survey of contact center agents in the US, Canada, UK, Ireland, and the Asia Pacific region through SurveyMonkey®. These agents were asked to list their biggest pain points while delivering customer service.
This is how they ranked the hurdles to a good agent experience.
This trend was the same across agents in the US, Canada, the UK and Ireland, and Asia Pacific.
Your braveheart agents are in the line of fire of your angriest customers. When customers reach them, either over chat or phone, they are already frustrated at the unsuccessful self-service attempts. They are out of both patience and time.
Your job is to equip your agents with the technology and knowhow that will help them deliver the quality customer service they are expected to provide. When they can’t, you have dissatisfied and disloyal customers, harried agents, and an attrition rate of almost 50%.
The “Advisor Desktop in 30 Days” service makes it super-easy for contact centers and customer service organizations to implement a digital-first, omnichannel advisor desktop for quick business value.