Contact center agents struggle to find the info they need
Only 1 percent of companies deliver “excellent” customer service, per Forrester’s recent CX Index consumer research — and the needle hasn’t moved for years and years. To get to the root of the problem, eGain asked 5,000 consumers to identify the biggest pain points in getting customer service. The results may ring true for anyone who's been frustrated by a recent customer service call:
- Different customer service agents give different answers (41%)
- Customer service agents don’t know the answer (34%)
- Can’t find answer on website (31%)
What's going on? eGain then asked 2,000 contact center agents what gets in the way of them providing excellent customer service. Their answers correlate closely with the pain felt by customers: finding the single right answer to customer questions is the biggest barrier they face, followed closely by different systems giving different answers, and then having to hop from application to application during the interaction was the third biggest challenge.
What's the solution? eGain asked call center agents to vote on a new technology designed to address that. Turns out they would like that very much.
A complete version of the survey is here: