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News : Finding Answers to Customer Questions the Biggest Hurdle for Contact Center Agents, Study Finds

#contactcenterworld, @egain

Sunnyvale, CA, USA, May 11, 2017 -- 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.

Methodology

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.



Findings

In identifying the main hurdles to smooth customer service delivery, agents interestingly mirrored the pain points 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%

Michael Maoz, VP and Distinguished Analyst at Gartner, wrote in the foundational research note, Knowledge Management Will Transform CRM Customer Service, "Improved delivery of contextual knowledge to an employee or customer reduces a provider’s time to answer by 20% to 80%, raising competency and satisfaction. CIOs can reduce customer support costs by 25% or more when a proper knowledge management (KM) discipline is in place."1

"Next-gen agents don’t like to retain knowledge, and prefer instead to simply ‘look it up’ for answers or get automated guidance," said Anand Subramaniam, SVP Worldwide Marketing for eGain. "eGain’s recently announced click-to-solve™ feature offers this capability as part of its reimagined agent desktop, called eGain Advisor™."
More information

1 Gartner, Knowledge Management Will Transform CRM Customer Service, March 2014, Refreshed November 2016

#contactcenterworld, @egain
Posted by Veronica Silva Cusi, news correspondent
Source: eGain


About eGain Corporation:
Company LogoOmnichannel customer engagement solutions power digital-first experiences. Infused with AI, machine learning, knowledge and analytics, our platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers.
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Today's Tip of the Day - Answering Customers’ Questions

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

Published: Friday, May 12, 2017

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2020 Buyers Guide Call Routing Optimization

 
1.) 
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.
PH: 508-862-8600

2.) 
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.
PH: +1-773-325-0608

3.) 
OpsTel Services

SPEED
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
PH: 1+480-435-9390
 

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