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News : Finding Answers to Customer Questions The Biggest Hurdle For Contact Center Agents, Study Finds

#contactcenterworld, @egain

eGain (Nasdaq: EGAN), a provider of cloud customer engagement solutions, announced the findings of a survey of contact center agents regarding their biggest pain points in providing service when the customer is on the line. The survey revealed that finding the single right answer to customer questions is the biggest barrier to providing good customer service, followed closely by different systems giving different answers. Having to hop from application to application during the interaction was the third biggest challenge.

The survey was administered online to contact center agents in the US, Canada, the UK, Ireland, and the Asia Pacific region in the first calendar quarter of 2017 through SurveyMonkey(R). Respondents were asked to pick up to two pain points, and findings were compiled from 465 respondents.

In identifying the main hurdles to smooth customer service delivery, agents interestingly mirrored the painpoints cited by consumers in previous research. According to the survey, this is what agents find difficult:

  • 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%

Asked about the utility of push-button problem resolution that will invoke contextual knowledge or process guidance in the form of a "Solve" button, an overwhelming 86% of them rated it as a "stress buster" or "it will help me significantly."

  • Stress buster that will make my life easier: 35%
  • It will help me significantly: 51%
  • None of the above: 14%

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 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.
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