The COVID-19 pandemic has changed the way customers think – and what they want. Most consumers report that they are expecting the global health crisis to kickstart business improvements and innovation and accelerate digitization, while overall they are looking for a cohesive, safe, and customized experience. Learning how to deliver this in a distributed environment has proved challenging for many companies.
Research shows that customer operations leaders in large organizations rely on an average of 175 SaaS applications to manage their CX workflows remotely. But often, they do not take the time to evaluate how well these apps work together to create the “flow” that’s crucial to a “workflow.” With little insight into how their processes and technologies are affecting agent productivity, leaders are missing opportunities to improve their efficiency and drive better results.
To address the situation, many companies are looking at tools like Fin’s Work Insight Platform. Tools that solve the problem by providing measurable productivity insights (especially those that reveal how agents really work across SaaS applications) empower CX leaders, enabling more agile customer operations teams, which customers love.
At Execs In The Know’s Customer Response Summit event in March, Fin executives Evan Cummack (CEO) and Charlene Wang (VP of Marketing) led an interactive workshop providing unique insights into how organizations can use program data to understand and improve the performance of their CX and operations teams. As a part of the session, Evan and Charlene shared how companies are currently gathering and utilizing data, while also outlining next-level best practices for how to use data to scientifically improve training, processes, technology, and automation.
The session addressed and answered questions, such as:
- How can CX and operations leaders use data to improve their processes?
- How can you turn agent insights into quantifiable action?
- How can process data power improvements in core areas, like agent training and coaching?
- How can program data be used to identify inefficient processes and technology and drive change?
In most cases, the customer request resolution process is not a linear one. It’s complicated by unnecessary steps and impeded by distractions. This makes it important to find a solution that cuts through all this complexity to provide measurable and actionable insights for CX teams. Additionally, a solution should be easy to install like Fin’s browser plugin which reveals how agents work across applications, enabling better coaching, processes, and technology, leading to greater efficiency and improved CX outcomes.
Unlock More Productive Teams with the CX and Customer Operations Benchmark Report
Did you miss the session? Here’s a recap.
Tens of millions of hours of real-world data captured by the Work Insights Platform has been compiled in Fin’s CX Insider Report: Customer Operations Benchmarks for 2022, which details industry standards around a number of key metrics, including handle time, data loss, agent utilization, and policy adherence.
Here are a few highlights:
- An average CX employee spends only 66% of their day actively working to resolve cases or tickets
- 26% of cases require 5 or more human touchpoints
- 10% of cases require 11 or more interactions to resolve
- A majority of cases require at least 4 unique applications to solve
- A clear correlation between slower page load times and lower agent utilization
- CX agents in the top quartile need less than 3 minutes on average to solve a ticket
Comparing the benchmark statistics in the report to the data received from the Work Insights Platform allows customer operations leaders to evaluate their own processes and identify those that could be improved for greater efficiency and better outcomes.
Did you know that more than 53% of ticket inefficiencies are the result of poor process definition, under-training, and insufficient knowledge resource management? For more insights like this, gathered from millions of hours of real-world data, and to discover Five Key Strategies to Maximize your Operational Efficiency in 2022, download Fin’s ebook here.