![]() Integrated systems give agents access to more information, which yields more productive conversations. The report largely centers on the critical role that unified desktops and integrated access to tools plays in facilitating smooth customer journeys. How CX leaders can adjust agent scheduling, workflows, training, and desktop experiences to close the performance gap.Ways to ensure the nuances of each communication channel and customer context are top-of-mind for agents during each interaction.The top organizational and agent productivity challenges that are resulting in disconnected customer experiences.What you’ll learn in this Gartner® report: The report also explores how CX leaders can bring all aspects of the customer journey together to create one seamless, unified, and consistent experience for both customers and agents. In this report, Gartner® discusses the root causes of this challenge including agent knowledge and training gaps and fragmented workspaces. The contact center landscape is always evolving but one thing that remains constant is the struggle for businesses to effectively engage with customers across different channels - with their personal preferences and interaction history at the forefront of each interaction. In a complimentary report available here, Gartner®,, a company that delivers actionable, objective insight to its executives and their teams, sheds light on the impact of agent experience in customer service success and how contact centers can refocus efforts to smooth customer journeys on the backend tools available to agents. Equipping your customer service representatives to make these journeys as seamless as possible can seem like a daunting task, but it is a strategy that needs to be prioritized. To hit their goals, contact centers are starting to offer live agents for higher priority needs along the customer journey while optimizing each channel for customer engagement from first touch to CSAT survey. Through digital support channels, contact centers have a better chance of significantly increasing the amount of repeat business they generate as well as decreasing their cost per interaction. Prioritizing the customer journey: What does that look like?Īt the same time, the quality of digital performance directly relates to the quality of customer care agents can provide. ![]()
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