The US and the UK: Arguably divided by the same language, but undoubtedly united by the same contact center agent pain points

George Bernard Shaw famously said that the US and England were divided by a common language. He would not say the same about contact center agents—CSRs in both geographies are in total agreement about the biggest hurdles to providing good customer service. In an industry-first survey of hundreds of agents, contact center agents worldwide cited the following as their top challenges: Finding the right answers to customer questions: 26% Different systems or information sources give different answers: 25% Hopping from…

No Pain, All Gain (When it is Customer Pain)

Research studies by the likes of Accenture have repeatedly shown that over 50% of consumers have switched brands due to customer service pain. It’s obvious that no (customer) pain is all (business) gain. So what are the biggest pain points and what can you do about them? Here are findings from a Forrester survey, where 5000 consumers were asked to check the biggest pain points when they get customer service (they could pick upto two options) across a wide variety…