Infographic

1. SOURCES
[1] Knowledge Management in the Contact Center: Guide Your Agents to Smarter
Customer Interactions. Aberdeen Group, 2015.
[2] The state of data quality. Experian, 2013.
[3] Big Data in CEM: The Path to Productive Employees & Happy Customers.
Aberdeen Group, 2015.
[4] Blinded by Delight: Why Your Service Experience Should Be Effortless, Not
Exceptional. CEB, 2015.
[5] Why Silos Damage Customer Experience. Sedulous, 2015.
[6] Forget chatbots: customers still want to talk to people. GetApp, 2017.
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BOTH CUSTOMERS AND AGENTS
CAN BE BETTER-SERVED BY A
COMMUNICATION PLATFORM THAT...
Collects
good customer
data
Connects
systems to get
around silos
Puts data
in front of
agents
Top-performing organizations are far more satisfied with their use
of customer data than others are (74% to 28%).3
Companies investing in knowledge
management drive 2-3x greater
year-over-year increase in
annual revenue.1
CUSTOMERS:
• Feel known
• Stick around
• Tell their friends
AGENTS:
• Become engaged
• Stick around
• Make more happy
customers
By understanding and
acting on what customers
really want and expect . . .
and successfully implementing a
SINGLE CUSTOMER VIEW . . .
both the agent and customer
experience improve.
!!vvoorraaBB
You
never
remember
who I am.
You
can’t fix
my issue.
This isway toohard.
Wait!
I can’t
see you!
Wait!
I can’t
see you!
I Promise
I’m trying
to help.
I Promise
I’m trying
to help. This
Job
stinks.
This
Job
stinks.
CUSTOMERS AGENTS
are frustrated, and it
makes sense why. If they
have an issue, and can’t
get it fixed, their life is
interrupted. When a
company can’t remember
their past conversations,
they feel anonymous
and uncared-for. Getting
transferred around,
waiting on hold, struggling
for a connection... it all
adds up to a lot of effort.
are frustrated because,
at the end of the day,
they just want to help
customers. Siloed systems
and teams make it hard for
them to really connect
with customers. They end
up wasting a lot of time
and effort, taking the heat
from unhappy customers,
and eventually leaving an
unrewarding job.
62%
had to recontact
the organization 56%
had to re-explain
their issue
59%
were
transferred
59%
had to put forth
moderate to high
additional effort to
resolve their issue4
they’re using
3 screens
to access the
information they need
to resolve routine
customer issues
spending
14%
looking for the
information
they need
costing
organizations
an average of
$1.4
million
each year1