Using Knowledge to Fix Customer Service Centers

Using Knowledge to Fix Customer Service Centers

Top Three Pain PointsTop Three Pain Points

Asked to pick things they dislike most about customer service centers, respondents picked the following: Different customer service agents giving different answers: 41%, Customer service agents not knowing the answer: 34%, An answer was not on a company’s Website: 31%

Complaints by SectorComplaints by Sector

According to respondents, the worst performers in this area were: Government: 56%, Tech-oriented sector: 47%, Cell phones: 46%, Communications providers: 45%, Online retailers: 33%

Agents' IgnoranceAgents’ Ignorance

The customer complaint breakout for lack of agents’ knowledge is as follows: Offline retail: 47%, Technology sectors: 47%, Property, casualty and life insurance: 25%

Knowledge Management Systems NeededKnowledge Management Systems Needed

According to the report, because self-service handles the simple questions, the solution is smarter knowledge management systems.

Finding Answers on WebsitesFinding Answers on Websites

Online retail and banks perform the worst, according to 40% and 36% of respondents. 27% of consumers think this is a major pain point even in technology, the best-performing sector.

Young Consumers Are Less ForgivingYoung Consumers Are Less Forgiving

40% of Gen Y consumers find agents not knowledgeable enough, compared to 23% of seniors.

More on the Generation GapMore on the Generation Gap

9% of Gen Y consumers found lack of knowledge the main road block to service, compared to 35% of seniors. This may be because younger consumers know more and are more demanding.

Opportunity for Knowledge-Powered Self-ServiceOpportunity for Knowledge-Powered Self-Service

There is a “huge opportunity” across industries to reduce Website abandonment and differentiate services through knowledge-powered self-service, according to the report.

Karen A. Frenkel
Karen A. Frenkel
Karen A. Frenkel is a contributor to CIO Insight. She covers cybersecurity topics such as digital transformation, vulnerabilities, phishing, malware, and information governance.

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