Efficiency in customer service is a means to improve KPIs, and agent experience is at the forefront. But the agent experience and the customer experience are intertwined.
When an agent struggles to find the right information to give the customer, spending too much time toggling between apps, and still not being able to see the full customer profile, the customer themselves are affected. It’s no surprise that 58 percent of consumers feel that they’re in communication with separate departments across channels and not one company.
That’s why, when you’re trying to solve for efficiency, you need to keep both the back end and front end in mind. What processes should we automate to better serve our customers? Which types of technology can help our agents know more about the customer at first glance?
It’s all about delivering on customer expectations without hassle on either side. It’s about making things more streamlined for customer service teams and effortless for customers.
