TREND 3

Employee experience is taking center stage

Employees shape the everyday experience customers have with companies. Just like customers, employees need to feel known and understood. They need an environment that nurtures and develops them — and empowers them to succeed. And many of the greatest challenges and opportunities for improving the customer experience are rooted in the employee experience.

Two of the top three challenges facing CX leaders in 2021 relate to their workforce. Building engagement, conducting training, quality control and monitoring compliance are increasingly challenging in new distributed work environments. CX leaders said agent-assist technology as well as quality management and workforce optimization tools are among the most valuable new features available for managing CX today.

What are the top three challenges facing your company’s customer experience function in 2021?

0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 39% 38% 34% 33% 33% 31% 39% Maintaining staff engagement and service quality Maintaining quality of service while operating aging technology Keeping staff continually trained on new tools and protocols Managing data privacy and compliance Managing increased interaction volume/channel complexity Managing the shift to remote working Hiring, onboarding, and training new staff

What are the top three challenges facing your company’s customer experience function in 2021?

CX leaders: How valuable are each of the following features for managing your customer service/support needs?

0% 30% 20% 10% 40% 50% 60% Predictive analytics Agent assist technology Quality management and workforce optimization Real-time monitoring and alerting Screen pop customer information to an agent Single point of system administration Cloud based contact center technology 56% 53% 51% 50% 59% 57% 58%

CX leaders: How valuable are each of the following features for managing your customer service/support needs?

Navigate the trends

Learn how CX leaders are shaping strategy in 2021

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