Trend 3
Emphasis on agility
Facing continued volatility, teams must find ways to quickly adapt to the changing needs of their customers.
Section 1
In uncertain times, agility is key
The only constant is change, and with 2020 being the most volatile year in recent memory, companies are looking to build greater flexibility into their support teams. CX leaders cited the ability to quickly adapt to the evolving needs of customers as their biggest pain point in 2020 and the highest priority going forward.
2020 sees unprecedented volatility in support requests
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Agility tops the post-COVID priority list
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Section 2
Boosting efficiency from within
To become more agile, support teams need to be able to quickly scale their operations, streamline workflows across teams, and find opportunities to reduce the demand on agents. More agents are now working across channels, which means they need to be able to easily shift between them to meet any changes in demand from customers. In fact, the number of so-called blended agents has jumped 30 percent compared to the previous year.
Companies, especially smaller ones, are also adding features to help boost collaboration and promote greater efficiency across teams. And support teams with the best track records in terms of speed, efficiency, and happy customers use more than twice as many of these workflow management tools as their lower performing peers.
Most agents use multiple channels
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Overall
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Country
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Use case
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High performing support teams boost efficiency by using more workflow management tools
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Section 3
Missed opportunities
Companies are seeking greater flexibility within their teams, but most are missing key opportunities to help them succeed. Self-service resources, like help centers, can intercept would-be tickets by directing customers to answers online. Though more companies are turning to AI-powered chatbots to help customers with common questions, usage rates are still low—particularly for smaller companies. And data access remains a persistent challenge for many, with less than half of agents able to access any kind of customer data that can help them better assist customers when they reach out.
AI remains an underutilized tool, despite adoption boost among larger firms
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Most agents don’t have access to the most common types of customer data
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“We saw a 1,200 percent increase in parents contacting us and over a 750 percent increase in contacts from teachers…The ability to customize and set up complex rules to allow a truly seamless and well-organized user and agent experience is something that I really value, as well as the ability to track and report on all of those aspects.”
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Head of Community Support, Khan Academy