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Your Agents Are the Most Important Touch Point in the Customer Journey - Envision - Blog

Your Agents Are the Most Important Touch Point in the Customer Journey

As you know, contact center agents are often your business’s first line of defense. Customer contacts happen at the greatest frequency early in the purchase process when customers are researching brands and weighing their options.

This means that your agents directly influence whether a customer decides to purchase from your business or turn to one of your competitors. After all, 86 percent of consumers are very likely to switch companies if they experience bad customer service, according to a research study from ICMI.

While the majority of contact center leaders understand the important role agents take in the purchasing process, they seem to lack confidence in their organization’s ability to deliver a superior customer experience.

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According to the study, while contact center leaders recognize that their centers play an integral role, less than one-fourth of contact center leaders believe that their organization provides a consistent customer experience across the customer journey.

Not only are contact center leaders unprepared, but there also seems to be a major gap between contact center assumptions and customer expectations. In the study, contact center leaders were asked to review a series of statements about customers and indicate how strongly they agreed or disagreed with each one. Below are just a few of the results:

  • 69 percent of consumers are willing to pay more for a product or service with a good customer service reputation; 35 percent of contact center leaders disagree.
  • 80 percent of consumers say companies put more effort into selling than they do providing excellent customer service; 88 percent of contact center leaders disagree.
  • 86 percent of consumers are very likely to switch companies if they experience bad customer service; 81 percent of contact center leaders disagree.
  • Three percent of consumers prefer using social media to interact with a representative; 41 percent of contact center leaders disagree.

If contact center leaders wish to improve the customer experience, then they must start with their “first line of defense”—their agents. With agents being the most important touch point in the customer journey, contact center leaders must give their agents the necessary tools to wow customers.

Cloud-based workforce optimization software, for example, allows businesses to combine recording and call quality management into one easy-to-use program to oversee contact center agent performance.

With cloud-based workforce optimization, contact center leaders are able to gather tons of valuable data—for example, trending topics and words, keystrokes, voice, and screen—to help improve customer interactions and increase agent productivity.

Not only does it improve agent interactions, but it also allows for more accurate forecasts and develops more effective contact center schedules. Not to mention that it’s cloud-based, which means that it can be used across multiple locations, multiple sites and for remote customer service representatives. What’s more, it’s cost-effective and doesn’t require upfront expenses and IT requirements of traditional workforce software.

So what are you waiting for? Click here to see learn more about Envision’s cloud-based workforce optimization software offering.


Publish Date: June 17, 2016 5:00 AM

2021 Buyers Guide Telecoms

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:


Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.


VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions


Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

Nuxiba Technologies

Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!


Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial

View more from Envision

Recent Blog Posts:
Is Proactive Customer Service The New Norm?January 22, 2019 5:00 AM
Do Your Best Agents Still Need Coaching?September 28, 2017 5:00 AM
Sorry to Say, but the CX Was Never What You Thought It WasJanuary 6, 2017 5:00 AM
Three Ways to Promote Transparency and Trust in the Contact Center (Part 3)October 6, 2016 5:00 AM
Three Ways to Promote Transparency and Trust in the Contact Center (Part 2)September 22, 2016 5:00 AM
Three Ways to Promote Transparency and Trust in the Contact Center (Part 1)September 9, 2016 5:00 AM
Three Reasons Why You Should NOT Renew Your WFO Software LicenseAugust 19, 2016 5:00 AM
Your Agents Are the Most Important Touch Point in the Customer JourneyJune 17, 2016 5:00 AM
Contact Center Leaders Still Fail to Understand Customers’ Communication NeedsJune 10, 2016 5:00 AM
Do You Know Which Communication Channels Will Meet Your Customers’ Expectations?May 27, 2016 5:00 AM

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