Survey reveals contact center employee experience as

  • 70% of consumers in the US and UK prefer to use a combination of channels simultaneously to find answers.
  • 77% of contact center employees say they sometimes or almost always up-sell and cross-sell when resolving support requests.
  • Over 40% of UK-based contact center workers are not offered resources to deal with burnout or mental health.

SAN FRANCISCO, November 18, 2021 (GLOBE NEWSWIRE) – Lucidworks, the next-generation AI-powered search application provider and Connected Experience Cloud pioneer, shared poll results of more than 800 contact center employees in the US and UK on their experiences as consumers and their experience working in customer service. The survey explores how consumers search for information and connect with the contact center, the transformation of the contact center into a revenue center, the tools agents want in their tech stack, and the access for center employees. contact with mental health resources.

The survey finds that consumers are eager to resolve their issues across multiple channels, agents see upselling as part of the job, and employees want more access to mental health resources.

Consumers want to serve themselves; Pick up the phone is a last resort
When a problem arises, the first step consumers take is to find the answers themselves. More than two-thirds of those surveyed said they would research information before contacting customer support. 62% of UK respondents prefer to use a combination of channels simultaneously while searching for an answer, compared to 78% of US respondents who said the same thing.

By the time customers connect with contact center reps, they’ve likely exhausted their options across multiple channels. Almost half of those surveyed in the US and UK say the most common reason they take the time to pick up the phone is because it’s their last resort and they’ve tried everything.

Upselling is part of customer support; Consumers love recommendations
Just over half of those surveyed identified up-selling and cross-selling as “part of their job” and nearly 80% of those surveyed said a customer service representative offered product or service suggestions. additional services to be purchased. Of these respondents, one in two say the referrals are useful and that they usually purchase the additional items or services recommended by an agent.

The survey also shows that sales practices vary by sector and geographic area. Almost 70% of respondents who work in software see upselling and cross-selling as part of their job, compared to just 40% of employees in retail and healthcare. The contact center is not only responsible for delighting customers to retain them, but also has the additional mission of generating revenue and moving from a cost center to a revenue center.

Consumers want efficiency and ease; Employees want employers to invest in technology
The contact center has the power to deliver the best customer experience while generating revenue, but only if employees have the technology to quickly resolve issues and offer additional products or services that consumers have not realized. ‘they wanted. More than a quarter of UK employees say they have too many tools to be effective or too few to do their jobs effectively.

The majority of respondents identified internal chat as a valuable tool, closely followed by personalization. However, these tools do not always work well in all organizations. Almost a third of those polled said that tools like internal chat and AI voice solutions were not working well for them. Businesses need to invest in technology that can deliver measurable results for the contact center and not just be an extra window, chat box, or search bar for agents to navigate.

Entry and mid-level officers feel less taken care of; “More is better” for mental health
Seven in ten respondents said their employers offer resources to help deal with mental health and burnout. However, over 80% of those polled say that more resources would make them more productive and happier. Comparing American and British respondents, the survey found that support is much more common in the United States. 84% of people in the US say their employer offers resources to deal with mental health and burnout, compared to just 56% of people in the UK who say the same.

The survey also found that employees in the US and UK who work more closely with customers feel less supported. Entry-level and mid-level employees are more likely to report that they don’t feel they have enough breaks in the day to have the energy to deal with customers compared to senior managers and executives .

Customer service teams operate with fewer employees and greater demand,” said Sathya Raghavendran, SVP Technology, Lucidworks. “It puts a lot of pressure on the contact center. Companies have provided customers with multiple channels to find answers, but innovation and maintenance must continue to meet changing demands and unforeseen challenges. Businesses that can connect information on the consumer side to the contact center employee experience can add value across the organization to drive customer satisfaction, increase revenue, and support happy employees.

Other main findings of the survey include:

  • Only 13% of UK respondents say that FAQs always answer their questions, compared to 46% of US respondents.
  • 42% of respondents say that sometimes their question is so complicated that they have to call the contact center right from the start of their journey.
  • Respondents ranked the agent’s effectiveness in solving the problem and the ease of getting in touch with a real human as the two most important attributes for contact centers.
  • 70% of UK respondents say they sometimes or usually buy items and services recommended by a customer service agent.

The Lucidworks survey was conducted in October of this year and limited to respondents who work in a contact center part-time or full-time. 401 respondents located in the UK and 408 respondents located in the US participated. Download the full survey report today.

About Lucidworks
Lucidworks connects experiences across the user journey to meet the intentions of customers and employees at the moment. Lucidworks Connected Experience Cloud (CXC) enables customers to easily capture user signals and create personalized search, browse and discovery experiences. The world’s largest brands, including Lenovo, Red Hat, Reddit, and Cisco Systems, rely on Lucidworks’ suite of products to power commerce, customer service, and work applications that delight customers and empower employees. Lucidworks investors include Francisco Partners, Sixth Street Partners, Top Tier Capital Partners, Shasta Ventures, Granite Ventures and Walden International. Learn more at Lucidworks.com.