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 solutions deliver digital transformation for leading brands – powered by virtual assistance, AI, knowledge, and analytics. Our comprehensive suite of applications help clients deliver memorable, digital-first customer experiences in an omnichannel world.
Published: Friday, June 30, 2017
|1.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.
Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511