MyCustomer's latest on-demand webinar explores how organisations can better support their service agents with the tools they need to deliver against customer experience expectations.
A growing number of organisations are ramping up the digital transformation projects to ensure that the experiences they deliver meet the expectations of today’s digitally savvy customers.
But while organisations are focused on digitalising the customer experience, they are overlooking the experience of a vital customer conduit – the service agent.
New research by IDC, exploring worldwide digital transformation predictions, forecasts that by 2020, at least 55% of organisations will be digitally determined, transforming markets and reimagining the future through new business models and digitally-enabled products and services.
However, the reality is that even for these organisations at the vanguard of digital transformation, customer experiences will fail to meet expectations if the contact centre agent experience is overlooked.
The Gallup State of the American Workplace report emphasises the importance of agent engagement: “Employees who are engaged are more likely to stay with their organisation, reducing overall turnover and the costs associated with it. They feel a stronger bond to their organisation’s mission and purpose, making them more effective brand ambassadors. They build stronger relationships with customers, helping their company increase sales and profitability.”
But the reality is that many agents report feeling either bored or stressed, with service staff citing overwork, repetitive tasks and poor tools as the main culprits.
The latest generation of agent desktop solutions are able to help organisations better manage call volumes, gamify tasks and better solve complex customer queries. Yet when Gartner recently surveyed 2,000 agents about their jobs, only 16% of contact centre agents reported that they their desktop tools to be useful.
The reality is that despite the new solutions being available, agents are still lumbered with desktop tools designed for phone customer service in the 1990s - even though we are now in a digital-first, and often digital-only world. According to Gartner, agents hop across an average of 8.2 different tools, and have 23 interactions with colleagues while handling customer support interactions, just in a day.
Little wonder then, that agent churn remains extremely high while customer experience standards are in the doldrums, with Forrester’s CX Index reporting that CX is stagnant or declining in virtually all sectors.
So how can organisations bring their agent experiences into the digital age, and digitalise the agent desktop?
MyCustomer has hosted a webinar exploring the challenges facing today’s service agents, and how service leaders can better support them with the tools they need to deliver against customer experience expectations.
Joining MyCustomer managing editor Neil Davey were eGain’s Stephen Kennedy and Gwen Ramakers, project manager at car2go Europe GmbH, to discuss how organisations can bring their agent experiences into the digital age.
About Neil Davey
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 15 years, including Internet Works, CXO magazine and Business Management. He joined Sift Media in 2007.