Independent polls commissioned by Cirrus emphasize the need to empower agents Use omni-channel tools
Epsom, Surrey: UK contact center employees say access to customer history across all channels is their number one requirement, and the third hangs up every day because they don’t have enough information to hand over. I will.
Independent investigation of contact center agents by Norstat, CirrusA leader in cloud contact center solutions, has sought to understand how to prepare agents to implement omni-channel strategies in the post-covid world.
Regarding the results, Cirrus CEO Jason Roos said: The results show that they are struggling to access information and can handle customer inquiries across multiple channels. This is affecting the customer experience. “
Less than 10% of agents say they can serve their customers through five or more channels, and one-third are untrained in email and video call etiquette. As a result, the agent said it put an average of a quarter of all calls on hold in order to find more information.
Roos said: “The future of contact centers is to develop“ super agents ”that can serve customers across all channels. We need to provide the tools and training to do so. Otherwise, customer satisfaction will be reduced.
“In another section of the survey, only 23% of agents said they would resolve 90-100% of their inquiries with their first contact. Also, remote work has been in operation for over a year since the blockade began in the UK. Despite being done, only a quarter of agents find working at home as easy as working in the office.
Agents said missing colleagues found the Covid-19 pandemic to be the biggest impact, with more than one-third (36%) finding it difficult to motivate themselves.
“According to research, agents are looking for ways to manage and resolve customer inquiries more efficiently. Fortunately, technology has responded to that call. Open source and easy integration with other systems. With the available solutions available, agents have immediate access to all relevant information and help resolve customer inquiries from a single perspective, “Roos said.
Read the full report “Building a Super Agent” here: https://www.cirrusresponse.com/reports/contact-centre-agent-survey-ff/..
The vast majority of employer news contact center employees feel “disappointed” due to lack of information when processing customer inquiries.
Source link The vast majority of employer news contact center employees feel “disappointed” due to lack of information when processing customer inquiries.