Introducing the 2020 CX Efficiency Trends Report

Gladly Team

Read Time

6 minute read

In our inaugural CX Efficiency Trends Report, we explore how today’s contact centers are maximizing efficiency, and identify the missed opportunities every leader should be leveraging to help their teams perform at their peak.

In the era of the ‘new normal’, the pressure to do more with fewer resources has never been more intense.

But in our recent nationwide survey of both contact center leaders and agents, we found that while contact centers were doing a lot of things right, many were battling silent inefficiencies that were hindering their ability to operate at their most productive.

Here are a sample of just some of our findings:

High-Performing Companies are More Likely to Offer Self-Service Than Lower-Performing Peers

The results are in: customers want to leverage self-service to find answers on their own. Despite this, only 1/3 of the companies we polled offer some form of self-service to their customers.

And it’s understandable why—when battling high support volumes, investing the time and resources into finding and implementing a self-service solution can seem like a lot to take on.

“Only 1/3 of companies today offer some form of self-service despite demand from customers”

2020 CX Efficiency Trends Report

But the investment might in fact be worth it. According to our survey, high-performing companies (i.e. those with a CSAT score over 90%) are over 4x more likely to provide self-service than their lower-performing peers (i.e. those with a CSAT score of 70% or less), which we predict is due to agents being able to help customers faster when the easier, more rote questions are handled by chatbots or help centers instead.

Ticket Duplication is a Near Universal Problem for Contact Centers

Customers today reach out to companies multiple times, and over multiple channels—much like they would do in their personal lives.

But when it comes to support, this behavior creates multiple tickets in most contact centers which in turn, gets assigned to multiple agents who (unwittingly) end up answering the same customer; that isn’t the best experience for customers, nor the most efficient use of agent time.

“63% of companies say ticket duplication negatively affects productivity”

2020 CX Efficiency Trends Report

Take JOANN, for instance, who saw an instant 30% efficiency gain when they switched to Gladly with their 1000 inbound tickets being streamlined into just 700 unique requests from customers.

And it seems that duplicate tickets aren’t an isolated occurrence—according to our survey, ticket duplication is an issue in a whopping 92% of the contact centers polled.

Multiple Platforms and Windows are Slowing Agents Down

More often than not, an agent’s screen is made up of a mosaic of open windows and tabs.

That’s because they have to refer to multiple platforms and systems—from order management systems to loyalty program platforms—to help customers in need.

“70% of agents say that having to switch between multiple platforms and windows affects their productivity”

2020 CX Efficiency Trends Report

But just as a cluttered desk leads to a cluttered mind, it seems a cluttered desktop is just as bad for productivity with 70% of agents saying that having to toggle between multiple platforms and windows made them less efficient.

More Insights to Shift Your Contact Center into High Gear

We’ve just scratched the surface of what we learned in our survey. Get all the insights and strategies to optimizing your contact center with the full CX and Efficiency Trends Report.

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