5 Perils Looming Over Modern Contact Center Agents
Contact centers are an integral part of rendering superlative customer experiences and retaining customers. But despite their rapid growth and potential as revenue drivers, they are still viewed as cost centers.
Why?
Poor execution paired with archaic systems results in off-putting experiences for individuals on both ends of a query.
Following the pandemic, organizations started developing strategies that are focused on agent experience while ensuring unmatched customer experience. However, orchestrating engaging and seamless experiences is easier said than done.
With the right tools at their disposal, agents can easily answer customer queries and streamline support delivery, thus rendering a stellar CX every time. But before we talk about how they set your agents up for success, let’s discuss why support aficionados are down in the weeds.
5 Roadblocks Bogging Umpteen Agents Down
CX is the new battlefield and agents, the brave warriors. That said, they can only deliver peak performance when they’re enabled to overcome the roadblocks in their pathway to success. So, without further ado, let’s dive deep into the challenges that hold them back:
-Disrupted & Disjointed Access to Information
For agents to deliver quick, cohesive, and stellar customer experiences, they must have case resolving information at their disposal. However, more often than not, relevant content is buried somewhere under the labyrinth of information.
So, in an attempt to search for relevant or case resolving information, they scour siloed repositories by toggling between multiple consoles. This inadvertently delays the resolution process and gnaws at the user experience.
-Inconsistent KB Creation
Finding resolutions to user tickets is only half the battle won; the other half is documenting them. Moreover, the primary role of contact center agents is resolving customer issues and rendering proactive support.
Resolving as many tickets as they can is at the forefront of their ethos. That makes it hard for them to carve out time to create or update knowledge base articles. If they do get some time to work on them, it is often done in retrospect, resulting in subpar and inconsistent KB articles.
-Siloed Customer Journey Insights
In today’s hyper-connected world, it’s common for consumers to switch between devices or channels. Every engagement with your company is a goldmine of data that acts as a cue to building a unified view of user interests, preferences, etc. Modern customers expect you to use this data and offer them a tailored experience.
However, 47%, CTO, SearchUnify, for a live session at CCW Digital. He sheds light on the evolving role of a service agent & how the right tech is powering the next generation of contact centers.
Why?
Poor execution paired with archaic systems results in off-putting experiences for individuals on both ends of a query.
Following the pandemic, organizations started developing strategies that are focused on agent experience while ensuring unmatched customer experience. However, orchestrating engaging and seamless experiences is easier said than done.
With the right tools at their disposal, agents can easily answer customer queries and streamline support delivery, thus rendering a stellar CX every time. But before we talk about how they set your agents up for success, let’s discuss why support aficionados are down in the weeds.
5 Roadblocks Bogging Umpteen Agents Down
CX is the new battlefield and agents, the brave warriors. That said, they can only deliver peak performance when they’re enabled to overcome the roadblocks in their pathway to success. So, without further ado, let’s dive deep into the challenges that hold them back:
-Disrupted & Disjointed Access to Information
For agents to deliver quick, cohesive, and stellar customer experiences, they must have case resolving information at their disposal. However, more often than not, relevant content is buried somewhere under the labyrinth of information.
So, in an attempt to search for relevant or case resolving information, they scour siloed repositories by toggling between multiple consoles. This inadvertently delays the resolution process and gnaws at the user experience.
-Inconsistent KB Creation
Finding resolutions to user tickets is only half the battle won; the other half is documenting them. Moreover, the primary role of contact center agents is resolving customer issues and rendering proactive support.
Resolving as many tickets as they can is at the forefront of their ethos. That makes it hard for them to carve out time to create or update knowledge base articles. If they do get some time to work on them, it is often done in retrospect, resulting in subpar and inconsistent KB articles.
-Siloed Customer Journey Insights
In today’s hyper-connected world, it’s common for consumers to switch between devices or channels. Every engagement with your company is a goldmine of data that acts as a cue to building a unified view of user interests, preferences, etc. Modern customers expect you to use this data and offer them a tailored experience.
However, 47%, CTO, SearchUnify, for a live session at CCW Digital. He sheds light on the evolving role of a service agent & how the right tech is powering the next generation of contact centers.
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