Coveo (TSX:CVO), a leader in AI platforms that transform digital
experiences with intelligent search, recommendations, 1:1
personalization, and merchandising, today released its first
Customer Service Agent Relevance Report, which surveyed 250 contact
center agents in the US to find out how they are set up for success
within their organization. Two different worlds emerged, one with
service agents operating in isolation and one where they embraced
collaboration. Yet, regardless of their operating model, many
long-standing pain points remain.
“Customer service agents
are a company’s frontline brand ambassadors,” said Patrick Martin,
GM of Service at Coveo. “Beyond providing support, an enabled agent
can build relationships that promote repeat business and brand
loyalty resulting in upgrade and upsell opportunities. Our research
shows that there is a lot of value in empowering agents with the
right tools and the trust required to create industry leading agent
and customer experiences. Forward thinking companies are beginning
to recognize the benefits of a collaborative support model and the
influence that contact center agents can have on the growth and
profitability of their business.”
Customers are also
adapting to digital self-service solutions and expect to be able to
resolve simple issues on their own. This allows agents to spend
their time on higher-level problems that require creativity and
knowledge — allowing companies to design an agent experience (AX)
that is more rewarding. In order to do this successfully at scale,
contact center environments require the right cloud technology and
AI to provide the frontline agents with relevant information at the
point of need.
2023 Relevance Report: Service Agent key findings
include:
If you see
customer service as a cost center, you’re already falling behind.
Customer service is in a state of metamorphosis:
- More organizations are seeing the
value that agents can bring to the customer experience and help
organizations differentiate themselves from their competitors and
contribute to company growth. In fact, 49% of surveyed respondents
reported their organization sees the contact center both as a
source for answering questions and handling issues as well as a
center for retention and growth.
- Organizations that achieved success
through a collaborative working model focused on four broad areas:
- Understanding their current situation,
including successes and pitfalls
- Established a strong knowledge
management process
- Built or refined their self-service
foundation
- Encouraged a cultural mindset shift
within their organization
Contact centers that take
advantage of the overall value agents provide, beyond break-fix
support, will better meet customers’ evolving expectations and help
fuel business growth.It’s time to stop throwing more tools
at your team. Agent “swivel chair syndrome”
persists:
- Agents report accessing an average of five systems regularly
(78%). These disparate content silos appear even for agents in
organizations reporting that they’d switched to a collaborative
model (35%) — indicating that adopting a new service process is
only one step to resolving long-standing pain points.
- 36% of respondents say struggling to
find information to do their jobs left them feeling burned
out/overwhelmed, further costing the company in time and
money.
- 80% of respondents agree that having
quick access to information has an impact on essential contact
center metrics like case handling time or mean time to
resolution.
Connecting the tools you
already have and investing in relevancy of information will make it
easier for them to find answers faster, leading to greater
satisfaction with their roles. Tiered support models are
becoming a thing of the past. Agents believe there is a correlation
between collaborative swarms and agent positivity:
- Agents within service departments that
leverage a collaborative support model (61%) or where the contact
center is seen as a growth center (62%) report that information and
expertise was easier to find within their organization.
- Agents within companies either
beginning a transition (82%) to collaborative support or already
practicing it (87%) report a higher likelihood of feeling
encouraged to collaboratively solve customer problems.
Collaborative support models help agents gain
proficiency and respond faster to customers, giving everyone a
better experience in the end.
Support
enablement should be a priority for all support
models:
- Eighty-seven percent of respondents
who report working in a collaborative support model receive ongoing
training.
- Regardless of working environment
or channel management, agents report that the training they
received to support growth efforts could be better.
Enablement beyond onboarding is crucial to keep
agents happy and at the top of their game.
AI as friend or
foe: Agents have mixed opinions about AI:
- When asked if they were attracted to job environments that
leverage artificial intelligence and machine learning, respondents’
answers were split: 34% agree 26% disagree.
- Agents within companies considering (47%) or transitioning to
(67%) a collaborative support model are more in favor of AI.
- A similar pattern occurs for
companies that view the contact center as a lever for growth (35%)
and both for issue resolution and growth (37%).
Understanding your use cases for AI can help put
agents’ minds at ease as you’re looking to augment their workflows,
not replace them with automation.
Coveo surveyed 250 U.S. frontline agents on how
they are set up for success within their organization. As part of
Coveo's 2023 Relevance Report: Service Agents, Arlington Research
was commissioned to undertake a study across the USA to discover
trends relating to customer service agents. The survey comprised a
nationally representative sample of the working population with 250
adults aged 18+ taking part. All respondents were self-identified
as customer service agents in companies with more than 100
employees.
Download the full report here.
About Coveo Solutions
We believe that relevance is critical for
businesses to win in the new digital experience economy and to
serve people the way they expect while ensuring optimal business
performance, and that applied AI is an imperative to achieve these
goals.
Coveo Relevance Cloud™ is a market-leading AI
Platform that optimizes relevance into digital experiences such as
commerce, service, website, and workplace applications. Coveo
injects search, recommendations, personalization, and merchandising
AI models, including testing and analytics. Coveo’s AI platform is
cloud-native SaaS, multi-tenant, API-first, and headless, and can
easily integrate into almost any digital experience, with AI models
designed to learn from every interaction to serve the next. Our
solutions are designed to provide tangible financial value to our
customers by helping to drive improvements in conversion, revenue,
and margins, reduce customer support costs, increase customer
satisfaction and website engagement, and improve employee
proficiency and satisfaction.
Our AI platform powers digital experience relevance
for many of the world’s most innovative brands, serving millions of
people and billions of interactions, and is supported by a large
network of global systems integrators and implementation partners.
Coveo is a Salesforce ISV Partner, an SAP® Endorsed App, and an
Adobe Accelerate Exchange Partner.
Coveo is a trademark of Coveo Solutions,
Inc.
Stay up to date on the latest Coveo news and
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LinkedIn, Twitter, and YouTube.
Highwire
PRCoveomedia@coveo.com+1 418-263-1111
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Coveo Solutions (TSX:CVO)
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부터 4월(4) 2024 으로 5월(5) 2024
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