The survey was administered online to contact center agents in the US, Canada, the UK, Ireland, and the Asia Pacific region through SurveyMonkey®. Respondents were asked to pick up to two pain points, and findings were compiled from 465 respondents.
Agents Reveal Challenges in Delivering Customer Service
Q1. What created the biggest pain(s) for you in answering questions or resolving problems or executing a customer service process, when you have the customer on the line?
- Finding the right answers to customer questions: 26%
- Different systems/information sources give different answers: 25%
- Hopping from one application/window to another: 20%
- Hard to keep up with all the new information/changes I need to know about: 14%
- Other issues: 15%
Agent Experience Across the US, Canada, the UK, Ireland, and the Asia Pacific
Apart from a few variations, agent experience was quite similar across geographies.
NATURE OF HURDLE
Finding the right answer to customer questions
|Different systems or info sources give different answers for same question||23%||29%|
Hopping from one application or window to another
Hard to keep up with all the new info and changes I need to know about
Agents Look Forward to Proactive Help on Their Systems
What if agents could get a button on their desktop that got them quickly to answers or could guide conversations or service process with the customer step by step? How would they rate the value of such a button on their desktop? Very high, said agents.