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Industry Research : Contact Center Agents Struggle with Traditional Desktop Tools to Handle Customer Queries

#contactcenterworld, @egain

 eGain Corporation (NASDAQ: EGAN), a knowledge management platform for customer engagement automation, announced findings from an agent experience (AX) survey of US contact centers. Conducted by BenchmarkPortal, a contact center benchmarking organization, the online survey was fielded in May 2022 and findings compiled from 456 responses. Unlike other surveys, the sample included only contact center agents.

Here are key findings:

  • Environment
    • 76% of respondents still work from home, a surprisingly high percentage, given the easing of Covid restrictions

  • Knowledge
    • 63% of respondents said that customer queries are getting more complex
    • 64% of respondents said they do not have tools to guide them through customer interactions
    • 49% struggle with multiple systems to find answers

  • Sentiment
    • Novice agents were stressed 31% more than tenured agents

"Contact center agents, especially work-from-home reps, do not have the safety net of in-office colleagues for answers," said Bruce Belfiore, CEO at BenchmarkPortal. "It is concerning that most contact centers do not have adequate guidance tools even as customer queries get more complex. However, we also see this as a real opportunity to elevate the agent experience with modern knowledge management."

"The findings are not a surprise. As self-service automates routine customer queries, agents naturally get more complex questions," said Ashu Roy, eGain CEO. "This complexity, combined with WFH and the need for compliance, has elevated knowledge to the boardroom."

#contactcenterworld, @egain

 

About eGain Corporation:
Company LogoeGain 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.
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Published: Friday, June 24, 2022

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2022 Buyers Guide
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Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.
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Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

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3.) 
Knowmax

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Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
4.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.
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Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

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OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
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Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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