Outdated Tech Compromising Agent Performance

Modern call center technology is a powerful tool for companies attempting to elevate customer experience. Although options are plentiful these days, business leaders still holding on to existing systems, hoping agents  make the best with outdated systems. But, this decision is short-sighted and impacting customers negatively.

According to a joint research study by Pegasystems and Savanta, a significant number of customer service agents across the globe say outdated tech is hindering job performance, and causing customer frustration during calls.

For instance, research found 54% of surveyed agents say switching between applications slowed down performance. Some 51% of survey agents say manually searching for customer info hinders average handle time, as well.

"It's no longer seen as going 'above and beyond' to provide quick, context-aware, empathetic responses – it is expected,” said Sabrina Atienza, director, product management, Pegasystems (News - Alert). “As expectations continue to rise, organizations must prepare themselves by investing in the right solutions to deliver the outcomes their customers not only demand, but also deserve – or risk being left behind."

Having outdated tech is certainly a legitimate reason for lower quality customer service, but is not the only factor. The survey also found inadequate training as a factor for poor customer service, with 51% of agents stating a lack of sufficient training as a brand ambassador.

Atienza added, "There's never been a more important time for businesses to arm their customer service operatives to operate as brand ambassadors," "Over the last two years, customer expectations have skyrocketed, to the point where exceptional service is now demanded as standard across every interaction.”

The point to remember is the new level of importance for customer service in the post-pandemic economy.  Businesses need a capable contact center system  and well trained agents to keep up with new demands. If customers don’t get the service they expect, they’ll find another business that can deliver.