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.
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:
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%
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!)
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:
eGain 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.
Published: Friday, June 30, 2017
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.
|2.)||Lieber & Associates|
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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.
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