The vast majority (85%) of consumers still rate highly-skilled and knowledgeable contact center and retail store agents as key to an excellent customer experience from Communications Service Providers (CSPs) according to new research commissioned by Amdocs (NASDAQ: DOX), a provider of software and services to communications and media companies.
The Give the Agents Wings report, based on research carried out for Amdocs by Coleman Parks Research, reveals that despite digitalization and the growing role of AI and unassisted self-service channels, decision makers at CSPs see agents as pivotal to sales growth and brand success.
Agents themselves, however, are often too overwhelmed to provide the ‘wow’ moments that today’s savvy, demanding, empowered consumer expects. They say they are being held back by challenges including the growing number of services on offer (73%), the need to be knowledgeable across multiple products, platforms and technologies (62%) and the increase in customer interactions (51%).
Of the 3,000 consumers surveyed for Amdocs across North America, Europe and Asia-Pacific, 70% said they would likely switch brands if they were offered better customer service by another provider.
"Technology increasingly underpins customer experiences across the telecom industry, but we cannot discount the power of human interaction," said Anthony Goonetilleke, Group President of Technology and Head of Strategy at Amdocs. "It’s vital that agents, facing a more diverse set of customer needs, are able to understand, empathize and deliver personalized solutions that act as a powerful sales driver and customer experience differentiator. That’s why we’re so excited to make customer experiences seamless with the launch of Amdocs Customer Engagement."
Posted by Veronica Silva Cusi, news correspondent
Amdocs Limited is a provider of software and services for billing, customer relationship management (CRM), operations support systems (OSS). Its traditional clients are telecommunications "Tier-1" and "Tier-2" providers such as AT&T Mobility, AT&T U-Verse, Cable One, Cablevision, Comcast, DirecTV, Jupiter Communications, Sprint-Nextel, T-Mobile, Sensis, Vodafone, Bell Canada, Fido Solutions and Rogers Communications (both of which use the ICM/CRM application). The company also offers outsourced customer service and data center operations. Headquartered in Chesterfield, Missouri, Amdocs has more than 17,000 employees and serves customers in more than fifty countries (the Registered office of the company is in the Island of Guernsey).
Published: Wednesday, March 9, 2022
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