How to uplevel agent engagement and performance

Price and quality are no longer the only things that influence consumer decision-making. In fact, a 2020 report by Salesforce shows that 80 percent of customers now consider CX to be the key differentiator when they are choosing between brands. However, with customer expectations continually on the rise, the role of a CX and contact center agents is becoming more complex.

The 2021 Businesses at Work report found that customer operations leaders in large organizations rely on an average of 175 SaaS applications to manage their workflows remotely. At the same time, they need to improve customer outcomes while keeping agents engaged. Unfortunately, without the visibility into the entire agent journey beyond the CRM, most contact center leaders lack critical insights to manage and update their processes in light of these changes in consumer behavior. 

Often these processes reflect how companies think their agents should work, rather than how they actually operate on a day to day basis. In order to maximize efficiency and improve customer outcomes, businesses need a more comprehensive view of their agent journey.

Learn benchmarks and best practices to increase the productivity of your CX and customer operations teams 

Fin’s Work Insights Platform reveals how agents work across SaaS applications, enabling better coaching, processes and technology, which in turn leads to more empowered teams, who are equipped with everything they need to provide an industry-first service to your customers. 

Drawn from tens of millions of hours of real-world data, the insights in this report reveal how frontline workers and customer operations teams actually function. Download the free ebook to discover how to improve the productivity and performance of your teams and generate better customer outcomes based on best practices that have proven effective for leading companies in your niche.

What do your agents do all day, beyond the CRM?  

Join Fin executives Charlene Wang, VP of marketing, and Evan Samek, lead product manager, at CX Network’s CXN Live: Contact Centers webinar event from 12-14 July to find out. Their interactive session will share best practices for how companies can leverage cross-application insights for greater agility and CX outcomes, using real data gathered by Fin’s Work Insights Platform, and answer questions such as:

• What happens once agents leave the CRM and how does that impact the customer experience?
• What does the data show about how different CRMs, knowledge bases, and other applications impact agent engagement and productivity?
• How do you identify top performers and the golden path that agents should take to resolve tickets faster and more effectively?
• What are the greatest risks that companies should be aware of when moving to distributed customer support teams?
• What are the most common mistakes that customer support teams make that inadvertently sabotage team productivity and undermine customer value?

The webinar will feature as part of CXN Live: Contact Centers, which will be taking place between 12-14 July. Sign up to learn how internet connection speed impacts support handle time, discover how many computer screen agents need to work effectively and explore the biggest untapped opportunities to make CX and customer operations teams more productive.

Save your seat here and get ready to join the future of work today.