“What is hindering you from delivering a great customer experience every time, what would they tell me?”
At a recent Frost and Sullivan event, we asked many participants this exact question. Almost everyone we asked responded with some form of: My agents would probably say something along the lines of: “I can’t get to the information I need to resolve the issue.”
In drilling down deeper, we learned there were generally three key issues in most contact centers:
- Messy desktop – The agent can’t easily get to the answers, often because the information and knowledge is stored in multiple systems, applications and databases
- Bloated processes – the agent must follow processes that are clumsy and plump with tasks and activities that don’t add value. For example, repeating information the agent should know or the customer has already provided, and lack of visibility into previous calls and issues.
- Lack of guidance – Especially in complex conversations, the agent is left to sort through the best options for the customer, even though a great deal of intelligence is available that could guide the agent to the best outcome. Plus, too often the agent might know to resolve an issue but lacks the authority to do so.
What would your agents say?