Multinational survey also reveals that an overwhelming majority of agents want push-button problem resolution on their desktops
SUNNYVALE, CA--(Marketwired - May 11, 2017) - eGain (
Methodology
The survey was administered online to contact center agents in the US, Canada, the UK, Ireland, and the Asia Pacific region in the first calendar quarter of 2017 through SurveyMonkey®. Respondents were asked to pick up to two pain points, and findings were compiled from 465 respondents.
Findings
In identifying the main hurdles to smooth customer service delivery, agents interestingly mirrored the pain points cited by consumers in previous research. According to the survey, this is what agents find difficult:
Asked about the utility of push-button problem resolution that will invoke contextual knowledge or process guidance in the form of a "Solve" button, an overwhelming 86% of them rated it as a "stress buster" or "it will help me significantly."
Viewpoints
Michael Maoz, VP and Distinguished Analyst at Gartner, wrote in the foundational research note, "Knowledge Management Will Transform CRM Customer Service," "Improved delivery of contextual knowledge to an employee or customer reduces a provider's time to answer by 20% to 80%, raising competency and satisfaction. CIOs can reduce customer support costs by 25% or more when a proper knowledge management (KM) discipline is in place."1
"Next-gen agents don't like to retain knowledge, and prefer instead to simply 'look it up' for answers or get automated guidance," said Anand Subramaniam, SVP Worldwide Marketing for eGain. "eGain's recently-announced click-to-solve™ feature offers this capability as part of its reimagined agent desktop, called eGain Advisor™."
More information
Geography-specific breakdown of findings is available at: www.egain.com/contact-center-agent-pain-point-survey-2017.
1 Gartner, Knowledge Management Will Transform CRM Customer Service, March 2014, Refreshed November 2016
About eGain
eGain customer engagement solutions power digital transformation for leading brands. Our top-rated cloud applications for social, mobile, web, and contact centers help clients deliver connected customer journeys in an omnichannel world. To find out more about eGain software, visit http://www.egain.com/products/
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Media contact
Tim Cox
Zing PR on behalf of eGain Corporate
Phone: 650-888-6116
Email: [email protected]
Jane Stewart
eGain Europe
Phone: +44 (0)1635 800087 - Ext 5118
Email: [email protected]
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