Slow digital adoption, inaccessible data hinder CX
The biggest barriers to customer experience (CX) and agent productivity in contact center facilities are unintegrated and inaccessible data, too much agent complexity, and slow digital adoption.
This is according to a joint study conducted by next-generation contact center platform LiveVox and research and advisory group Omdia.
The study was commissioned to understand how well contact center agents are equipped to provide an exceptional customer experience in today’s digital environment.
The research found that only 59% of agents felt they had the right level of training and knowledge in the industry.
Meanwhile, less than a third (31%) were able to develop a holistic view of the customer journey, and only half (50%) were able to access data across their company’s business units.
Due to this, 65% of agents said that customer experience differs across channels, while 49% said that customers call back repeatedly to resolve issues.
LiveVox CEO and Co-Founder Louis Summe said that “limitations harm agent productivity and morale” in the industry.
She added that “the next phase of digital transformation for the contact center must focus on creating a streamlined, agent-centric experience – including the use of practical AI and self-service solutions.”
Moreover, both LiveVox and Omdia suggested that contact center leaders should focus on investing in technologies that help centralize data; enabling Ai-powered applications and educating agents; and tying digital deployments to ROI to help contact center employees provide a more efficient customer experience to customers.
