Consumer technology news is always abuzz with big upgrades, bigger feature sets, and the biggest disruptors. For example, the new Apple Watch Series 3 now supports LTE. To existing users and potential buyers, this means one can stream music, make calls, and receive texts, etc. *without* an iPhone. Similarly, Sonos is testing a speaker with a built-in mic and voice control; Alexa might be able to automatically play your favorite songs soon; and KeySmart Pro now includes a Tile tracker enabling you to press a button to find your phone - or an app to find your keys. Anyone out there that could use that?!?
We’re also now able to deposit a cheque using a photograph, rather than having to drive to the bank or ATM. How convenient is that? The point is: consumer apps and devices are becoming simpler to use and more tightly integrated all the time. However, the opposite is arguably true in the modern enterprise. We’re seeing fragmentation in applications and infrastructure due to growth, acquisition and industry maturation.
According to Forrester Research (see Accelerate Digital Transformation With Simplified Business Apps) are staggering. Employees now use an average of 10 business applications, compared with eight apps in 2014 (a 25% increase in just two years). And what does this mean? Are agents happier and more effective? In fact, completing tasks that require logging into multiple systems means that 62% of employees delay completing tasks.
So, imagine the frustration an agent might feel when s/he transitions from a disparate toolset at work to a simple, integrated user experience at home, complete with automation, streaming media, etc. It’s no wonder that agent turnover remains as the No. 1 challenge faced by Center leaders according to Contact Center Challenges & Priorities for 2017.
Being bound to last generation technology and work-arounds to employer-provided tools is a significant factor leading to agent dissatisfaction and lack of consistent support. ICMI found 87% of contact center managers realize their agents experience a moderate to high level of stress daily, with 71% identifying system/application inefficiencies as the top contributor.
In fact, the contact center customer satisfaction index has remained low (68/100) in the last two years while the #1 driver of low CSAT is agent effectiveness. So, what’s the conclusion? When contact centers find themselves having to use disparate applications, it can become incredibly complex and costly to support the end-to-end customer journey. Just from a management perspective alone, root-cause analysis requires digging through multiple application logs to understand what may have led to a negative customer experience.
In cases where agents find themselves using ad-hoc, unsanctioned applications to fill the gap and provide proactive customer service, the risk is even greater. Who is held accountable for those interactions? What happens if there’s a customer or even an employee complaint? Without comprehensive auditing and/or visibility into call data, any enterprise may be exposing itself to significant liability.
But it’s not all bad news. Contact center leaders cite that their No. 1 priority is to focus on coaching and development to address the attrition problem. If you’d like to learn about how CaféX Supervisor Assist brings together many different tools into a single, integrated, secure, efficient and compliant agent experience - one which empowers agents, mitigates exposure, and helps businesses help their customers better, check out https://www.cafex.com/en/products/supervisor-assist/. Your agents will thank you and your customers will notice the difference.