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<form method="get" action="https://www.egain.com/" class="header-searchform">
  <input type="search" name="s" autocomplete="off" value="" placeholder="Type then hit enter to search...">
</form>

GET https://www.egain.com/

<form method="get" action="https://www.egain.com/" class="mobile-searchform">
  <input type="search" name="s" autocomplete="off" placeholder="Search">
  <button type="submit" class="searchform-submit">
    <i class="icon icon-magnifier"></i>
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</form>

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     * eGain Conversation Hub
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     * eGain Mail
     * eGain Notify
     * eGain Offers
     * eGain Social
   * INSIGHT
     * eGain Analytics Hub
     * eGain IVR Analytics
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     * eGain Knowledge Hub
     * eGain Knowledge for Contact Centers
     * eGain Knowledge for Self-Service
     * eGain Virtual Assistant
     * eGain Virtual Assistant for Agents
     * eGain Sales Advisor
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     * eGain Consulting
     * eGain University
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     * eGain for Amazon Connect
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     * eGain for Apple Business Chat
     * eGain for Avaya
     * eGain for Cisco
     * eGain Knowledge Hub for Five9
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     * Utilities
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     * eCommerce
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     * Helpdesks
     * IT
     * Marketing
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     * eGain Telehealth
     * eGain Virtual Financial Coach
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     * Blogs
     * Research
     * Videos
     * White Papers
     * Customer Success
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     * eGain Developer Central
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     * eGain Econet Portal
     * eGain Marketplace
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     * Chat
     * Cloud Software
     * Customer Service Software
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     * Digital CX
     * Knowledge Management
     * Knowledge Management System
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     * Customer Success
   * AWARDS
     * Analyst Recognition
     * Awards
 * Support
   * CUSTOMER COMMUNITY
     * eGain Community
     * eGain Support Portal
     * eGain Managed Services
 * Partners
   * PARTNER COMMUNITY
     * eGain Econet Portal
     * eGain Community
     * Partner Locator
     * Partner Deal Registration Form
     * eGain Marketplace
   * SOLUTIONS
     * eGain for Apple Business Chat
     * eGain for Amazon Connect
     * eGain Analytics for Amazon Connect
     * eGain for Avaya
     * eGain for Cisco
     * eGain for Google’s Business Messages
     * eGain for Microsoft Dynamics CRM
     * eGain for Salesforce
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     * eGain Knowledge Hub for Adobe
     * eGain for Apple Business Chat
     * eGain for Amazon Connect
     * eGain Analytics for Amazon Connect
     * eGain for Avaya
     * eGain for Cisco
     * eGain Knowledge Hub for Five9
     * eGain Knowledge Hub for Genesys
     * eGain for Google’s Business Messages
     * eGain for IBM Watson
     * eGain for Microsoft Dynamics CRM
     * eGain for Salesforce
     * eGain Knowledge Hub for SAP
     * eGain Knowledge Hub for ServiceNow
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   * MANAGEMENT
     * Board of Directors
     * Executive Team
   * INVESTOR RELATIONS
     * Investors
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 * Home/
 * State of Agent Experience 2022: Survey

HOME


STATE OF AGENT EXPERIENCE 2022: SURVEY


BenchmarkPortal conducted a survey on behalf of eGain to find the state of agent
experience (AX) in contact centers in the US. The survey also found from agents
how good contact center knowledge is in helping them provide customer service.
DOWNLOAD REPORT OF FINDINGS

Survey was held in: May 2022

Industries covered: Retail (14%), insurance (19%), banking and financial (7%),
government (3%), telco (7%), manufacturing (21%), and other (29%) sectors

Respondents: 456

--------------------------------------------------------------------------------


AGENT EXPERIENCE


FINDING 1: WORK-FROM-HOME (WFH) IS A REALITY

A huge 76% of agents still work from home. Remote or hybrid work has continued
even as the pandemic has turned endemic.

eGain take: This means agents require robust knowledge-based guidance since
there is no “next cube” for answers.


FINDING 2: CUSTOMER QUESTIONS ARE GETTING MORE COMPLEX

A majority 63% of agents say they find the complexity level of customer
inquiries more complex than earlier.

 * More complex: 63%
 * Less complex: 37%



--------------------------------------------------------------------------------


STATE OF CONTACT CENTER KNOWLEDGE


FINDING 3: 64% AGENTS DO NOT HAVE KNOWLEDGE GUIDANCE

Banking offers the most guidance to its advisors among all the sectors at 58%,
followed by telco at 47%. All the other sectors hover between 32-36%. This is
what agents said about knowledge guidance at the contact center:

 * I don’t have any knowledge-base tool. I find answers from documents or ask a
   colleague: 31%
 * It offers a search capability like Google: 33%
 * In addition to search, the knowledge tool guides me step by step through any
   customer conversation, advising me what to say next and what to do next: 36%



Answer Choices Has a search capability like Google Has search, & it guides me by
advising me what to say and do next No KB tool. I find answers from docs or ask
a colleague Retail 32% 35% 32% Insurance 27% 36% 37% Banking /Fin 23% 58% 19%
Govt 33% 33% 33% Telco 43% 47% 10% Mfg. 27% 32% 40% Other 33% 32% 35%

eGain take: As queries get more complex, it is concerning that 64% do not have
knowledge guidance. This is a problem and opportunity for modern Knowledge
Management (KM).


FINDING 4: HAVING TO LOOK AT MANY WINDOWS TO FIND THE ANSWER IS THE BIGGEST
PROBLEM AGENTS FACE WHILE FINDING SOLUTIONS FOR CUSTOMERS

Agents could select more than one option to answer what they considered to be
the biggest problems while finding solutions for customers.

 * I have to look at many windows before I can find the answer: 49%
 * The information keeps changing: 38%
 * We have different systems and they give different answers: 25%
 * Other: 25%




FINDING 5: 54% AGENTS DO NOT HAVE 360-VIEW OF CUSTOMER INTERACTIONS

Agents were asked, “Can you easily see prior customer interactions that happened
on a channel different from the one you are handling at any given time?” They
replied:

 * No, I am not able to see interactions on other channels: 30%
 * Yes, all interactions are in one place: 46%
 * Yes, but I have to switch to different apps to see: 24%

Industry Yes, all interactions are in one place Yes, but I have to switch
between apps No, I cannot see interactions on other channels Retail 53% 20% 27%
Insurance 47% 24% 29% Banking & Financial 59% 32% 09% Government 38% 25% 38%
Telco 63% 32% 05% Manufacturing 42% 15% 43% Other 39% 30% 30%

eGain take: A 360-degree view of interactions reduces customer effort (no need
to repeat context) and feeds more context for faster knowledge-based resolution.
Yet 54% do not have a 360-view. This is problem and an opportunity for a unified
conversation hub.


FINDING 6: INTEGRATION BETWEEN SELF-SERVICE AND AGENT-ASSISTED SERVICE IS STILL
A BIG GAP IN AGENT AND CUSTOMER EXPERIENCE


When asked, “If your company offers online self-service (e.g., chatbot, other
forms of online self-service), are you able to see these self-service
interactions that a customer just completed before being escalated to you?”
agents said:

 * No: 56%
 * Yes: 44%

eGain take: Standalone chatbots without context-aware integration with live
agent chat is a common customer complaint. Yet 56% have no such integration.
This is a problem and opportunity for a conversation hub, powered by a
centralized knowledge hub.


FINDING 7: AGENTS STRESS, ACROSS EXPERIENCE LEVELS

How do agents feel when faced with a somewhat complex or complex question from a
customer? 37% say they are stressed.

 * Relaxed: 63%
 * Stressed 37%



eGain take: Agent stress is not good for the agent or the customer. Novice
agents experience 31% more stress. 32% of tenured agents are also stressed,
which indicates even veterans are getting stumped by query complexity. Modern KM
can help agents of all experience levels! Time to equip them with modern
knowledge!

DOWNLOAD REPORT OF FINDINGS

 


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eGain is committed to serving all customers, including those with disabilities.
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