Silver Linings in a Pandemic-Humanization of Agents and Customers Creating Opportunities for Growth

Silver Linings in a Pandemic-Humanization of Agents and Customers Creating Opportunities for Growth

Key Takeaways from Customer Contact Virtual—A Frost & Sullivan Executive MindXchange

RELEASE DATE
01-Mar-2021
REGION
Global
Research Code: K5FF-01-00-00-00
SKU: IT04292-GL-MT_25276

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$950.00

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Description

Agents are the front lines in handling customer emotions. Often when customers call, they have already exhausted poorly designed self-service options and are in a state of frustration by the time the agent takes the call. The COVID-19 pandemic has accelerated the need for work-at-home agent (WAHA) models and self-service to assist with rising call volumes. As a result, companies are now rethinking the balance of self-service and live agents. The silver lining is that in doing so, agents and customers are experiencing this new reality together. There is a shared sense of purpose, and agents are looked upon in a new light, struggling with the same issues.

Frost & Sullivan's latest IT decision-makers survey revealed that improving the customer experience (CX) continues to be a top corporate objective, with customer satisfaction (CSAT) scores being the primary way that companies are measuring their digital transformation success. In addition, while most companies are likely to accelerate IT investments over the next six months, for now, budgets for CX projects continue to be tight, especially as dealing with COVID-19 challenges takes precedence. However, companies are not seeing how crucial employees are a part of CX. Employee retention is still a low priority across industries.

With all the cards that COVID-19 has dealt contact centers, such as the sudden implementation of work-at-home (WAHA) models and tremendous increase in the number of interactions, people feel good about contact center engagements on both sides of the engagement. It could be that agents are pleased about not having to commute and having flex time, and consumers are more understanding of children and dogs in the background, as they are stuck at home as well. The results? Contact centers are reporting:

- Improved productivity after moving to a WAHA model
- Higher CSAT scores as customers have become more patient
- Greater use of self-service channels before talking to an agent

Gain some useful insights on how to take advantage of these new trends in your contact centers, with helpful tips from customer care leaders.

Author: Alpa Shah

Table of Contents

Related Research
Agents are the front lines in handling customer emotions. Often when customers call, they have already exhausted poorly designed self-service options and are in a state of frustration by the time the agent takes the call. The COVID-19 pandemic has accelerated the need for work-at-home agent (WAHA) models and self-service to assist with rising call volumes. As a result, companies are now rethinking the balance of self-service and live agents. The silver lining is that in doing so, agents and customers are experiencing this new reality together. There is a shared sense of purpose, and agents are looked upon in a new light, struggling with the same issues. Frost & Sullivan's latest IT decision-makers survey revealed that improving the customer experience (CX) continues to be a top corporate objective, with customer satisfaction (CSAT) scores being the primary way that companies are measuring their digital transformation success. In addition, while most companies are likely to accelerate IT investments over the next six months, for now, budgets for CX projects continue to be tight, especially as dealing with COVID-19 challenges takes precedence. However, companies are not seeing how crucial employees are a part of CX. Employee retention is still a low priority across industries. With all the cards that COVID-19 has dealt contact centers, such as the sudden implementation of work-at-home (WAHA) models and tremendous increase in the number of interactions, people feel good about contact center engagements on both sides of the engagement. It could be that agents are pleased about not having to commute and having flex time, and consumers are more understanding of children and dogs in the background, as they are stuck at home as well. The results? Contact centers are reporting: - Improved productivity after moving to a WAHA model - Higher CSAT scores as customers have become more patient - Greater use of self-service channels before talking to an agent Gain some useful insights on how to take advantage of these new trends in your contact centers, with helpful tips from customer care leaders. Author: Alpa Shah
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WIP Number K5FF-01-00-00-00
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GPS Codes 9705-C1,9661