Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Article : US and UK: Arguably Divided by the Same Language But United by the Same Agent Hurdles

#contactcenterworld, @egain

Oscar Wilde famously said that the US and England were divided by a common language. He cannot say the same about the biggest hurdles faced by contact center agents—CSRs based in both geographies were in total unison when it came to the biggest hurdles to providing good customer service. In an industry-first survey of hundreds of agents (including those in the US and the UK), contact center agents worldwide cited the following as the top challenges in providing service when the customer is 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%

Not so surprisingly, the findings closely mirror the main hurdles faced by consumers as was evident from another survey that Forrester Consulting did for us. Agents’ pain points simply get passed over to consumers—after all, CX is also a chain just like the manufacturing supply chain. When we looked for variations across geographies, they were not significant. The following are data specific to the US and the UK:

Nature Of Hurdle:

Finding the right answer to customer questions:  USA - 27%  UK - 24%

Different systems/info sources give different answers for the same question: USA - 23% UK - 29%

Hopping from one application/window to another: USA - 22% UK - 20%

Hard to keep up with all the new info/changes I need to know about: USA - 12% UK - 12%

Other: USA - 16% UK - 15% 

The universal solution to the problem?

  • Stay away from channel-specific point products when it comes to customer service solutions
  • Implement a smart, unified, omnichannel knowledge management (KM) system for fast, accurate, and consistent answers
  • Add proven Artificial Intelligence (AI) technology to help your agents handle more complex problems or provide value-added advice to customers (and prospective customers) with conversational guidance
  • Reinvent the agent desktop for the new digital agent (millennial and Gen Z)
  • Look for solutions with rich, out-of-the-box features so you don’t waste time and money on customizations for even basic capabilities
  • Go with solution providers that offer risk-free KM and AI consumption models that also come with guidance to quick business value offered by domain experts.

Oscar Wilde can rest in peace that language differences aside, the hurdles and the solution to excellent customer service is the same for the US and the UK (and in fact, for the rest of the world, according to the same survey!)

#contactcenterworld, @egain

About Anand Subramaniam:
Anand Subramaniam is SVP of Marketing for eGain. Prior to eGain, Anand served as an executive in corporate and product marketing, as well as product management and pre-sales roles at companies such as Oracle, Intel and Autodesk as well as startups.

About eGain Corporation:
Company LogoeGain customer engagement platform automates digital-first, omnichannel experiences across all touch points. Powered by AI, machine learning, knowledge, and analytics, our top-rated software optimizes customer journeys with virtual assistance, messaging hub, and desktop to serve customers, reduce cost, and improve compliance.
  Company Blog   Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Listen

Read today's tip or listen to it on podcast.

Published: Friday, June 30, 2017

Printer Friendly Version Printer friendly version

2021 Buyers Guide Call Routing Optimization

Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

About us - in 60 seconds!

Submit Event

Upcoming Events

The place where the world's best meet and share their best practices!

A place for professionals to learn the latest and greatest strategies and ideas and to connect with the elite in the industry. 

This is the highest rated industry event with ... Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =