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Agent Experience (AX): Now and Tomorrow

THE STUNNING STATS THAT SUM UP THE STATE OF AGENT EXPERIENCE

Psychology Today

Agents have an average of 10 hostile encounters with customers per day

RAND/Harvard/UCLA study

“ … verbal abuse was much more common in customer service jobs.”

Multiple sources

Agent churn of 30-50%, with next-gen agents likely to leave within a year

 


 

Why is agent experience so poor?

According to Gartner

  • 84% of contact center agents do not think that their desktop tools help in resolving customer issues
  • Agents navigate across 8.2 different applications on average to answer a customer question

In a digital-first, and often digital-only world, agents are struggling with desktop tools designed for phone customer service in the 1990s.

Hurdles to good agent experience, ranked by agents

We sponsored an online survey of contact center agents in the US, Canada, UK, Ireland, and the Asia Pacific region through SurveyMonkey®. Contact center customer service agents participating in the survey were asked to list their biggest pain points while delivering customer service.

Pie chart of the biggest problems that agents face when a customer is on the line

 
 
26 percent  |  Finding the right answers to customer questions

25 percent  |  Different systems / information sources give different answers

20 percent  |  Hopping from one application / window to another

14 percent  |  Hard to keep up with all the new information/changes I need to know about

This trend was the same for agents across Canada, the US, the UK and Ireland, and Asia Pacific.

DOWNLOAD SURVEY INFOGRAPHIC

 


 

Why is agent experience important?

Agent experience impacts customer experience (CX)

Your braveheart agents are in the line of fire of your angriest customers. When customers reach them over chat or phone, they are out of both patience and time. They are already frustrated at their unsuccessful attempts at self-service.

Your job is to equip your agents with the technology and knowhow that will help them deliver the quality customer service they are expected to provide. When they can’t, you have dissatisfied and disloyal customers, harried agents, and an attrition rate of almost 50%.

Fact: Happy agents equal happy customers

 


 

What you can do: Upgrade agent experience from harried to happy in 2 steps

1. Try the Agent Desktop in 30 Days service

The “Advisor Desktop in 30 Days” service makes it super-easy for contact centers and customer service organizations to implement a digital-first, omnichannel advisor desktop for quick business value.

About the 30-day service

2. Get eGain Advisor desktop

eGain Advisor is eGain’s digital-first, omnichannel desktop, guided by AI and knowledge. Once you’ve tried the 30-day agent desktop pilot, get it.

About eGain Advisor

 

ONE-MINUTE WATCH

A quick list of the challenges faced by an omnichannel customer service agent


Contact us to transform customer service
Start with a risk-free, no-charge, production pilot. Talk to us now to learn more!