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Customer Engagement Executive Business Lunch

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Fraunces Tavern

54 Pearl Street

New York, NY 10004

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Businesses are trying to converge servicing platforms, automate processes to increase efficiency and save operating costs, integrate digital channels and add cognitive analytic capabilities to help customer service agents provide a superior customer experience.

While customer experience continues to be the top priority for businesses, a new report announced today, reveals that 56 percent of contact center employees cite complex customer problems as their top challenge. A full 60 percent admit their company has left them ill-equipped to handle these problems, leaving agents stressed and unengaged.

The study surveyed more than 1,000 contact center employees in the US and UK to uncover the true health of today’s contact centers, including agent confidence in the ability to be successful in their jobs, the challenges they face and how technology will dictate the future of the contact center.

Empowering contact center employees is more critical than ever as 32 percent of respondents believe that customer problems will only become increasingly difficult over the next two years, and 45 percent worry customers will expect even more from companies.

The well-being of contact center employees continues to decline and, if not addressed, it can ultimately affect their ability to deliver the desired customer experience. A quarter of respondents say they feel stressed multiple times a week, and more than half agree that their company isn’t doing enough to prevent teams from feeling burned out.

Join us in New York City on November 29th at Fraunces Tavern, 54 Pearl street, New York City to understand ways in which you can provide your customer service agents with a 360-degree view dashboard, delivering reports and insights into the customer's activities prior to the call via the Contact Center.

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Fraunces Tavern

54 Pearl Street

New York, NY 10004

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