{"id":1867,"date":"2019-11-21T11:21:59","date_gmt":"2019-11-21T15:21:59","guid":{"rendered":"https:\/\/solutionsreview.com\/talent-management\/?p=1867"},"modified":"2019-11-21T16:49:31","modified_gmt":"2019-11-21T20:49:31","slug":"survey-from-pega-shows-customer-service-reps-struggle-to-properly-assist-customers","status":"publish","type":"post","link":"https:\/\/solutionsreview.com\/talent-management\/2019\/11\/21\/survey-from-pega-shows-customer-service-reps-struggle-to-properly-assist-customers\/","title":{"rendered":"Survey From Pega Shows Customer Service Reps Struggle to Properly Assist Customers"},"content":{"rendered":"<p style=\"text-align: justify\"><span style=\"font-weight: 400\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1868\" src=\"https:\/\/solutionsreview.com\/talent-management\/files\/2019\/11\/Survey-From-Pega-Shows-Customer-Service-Reps-Struggle-to-Properly-Assist-Customers.jpg\" alt=\"Survey From Pega Shows Customer Service Reps Struggle to Properly Assist Customers\" width=\"800\" height=\"400\" srcset=\"https:\/\/solutionsreview.com\/talent-management\/files\/2019\/11\/Survey-From-Pega-Shows-Customer-Service-Reps-Struggle-to-Properly-Assist-Customers.jpg 800w, https:\/\/solutionsreview.com\/talent-management\/files\/2019\/11\/Survey-From-Pega-Shows-Customer-Service-Reps-Struggle-to-Properly-Assist-Customers-300x150.jpg 300w, https:\/\/solutionsreview.com\/talent-management\/files\/2019\/11\/Survey-From-Pega-Shows-Customer-Service-Reps-Struggle-to-Properly-Assist-Customers-768x384.jpg 768w, https:\/\/solutionsreview.com\/talent-management\/files\/2019\/11\/Survey-From-Pega-Shows-Customer-Service-Reps-Struggle-to-Properly-Assist-Customers-540x270.jpg 540w, https:\/\/solutionsreview.com\/talent-management\/files\/2019\/11\/Survey-From-Pega-Shows-Customer-Service-Reps-Struggle-to-Properly-Assist-Customers-162x81.jpg 162w, https:\/\/solutionsreview.com\/talent-management\/files\/2019\/11\/Survey-From-Pega-Shows-Customer-Service-Reps-Struggle-to-Properly-Assist-Customers-360x180.jpg 360w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>Digital transformation solution provider, <a href=\"https:\/\/www.pega.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">Pegasystems Inc.,<\/a> <a href=\"https:\/\/www.prnewswire.com\/news-releases\/pega-survey-customer-service-reps-are-sick-and-tired-of-roadblocks-preventing-better-customer-service-300961349.html\" target=\"_blank\" rel=\"noopener noreferrer\">has announced<\/a> the results of a <a href=\"https:\/\/www.pega.com\/happy-customers?utm_source=emd&amp;utm_medium=pr&amp;utm_content=Happy-Employees-Survey-2019\" target=\"_blank\" rel=\"noopener noreferrer\">global survey.<\/a> The findings show that customer service representatives want to do their jobs, but they are frustrated with inadequate and obsolete software that restricts their abilities. In this study of 3,600 customer-facing employees, over a third (34 percent) stated they do not have the right technology to deliver optimal customer service. Additionally, 38 percent report they must shift between four and 12 applications daily during their jobs, making it harder to quickly respond to customer inquiries, find solutions, and locate customer information.<\/span><\/p>\n<p><span style=\"font-weight: 400\"><div class=\"box box3\"><span style=\"color: #000000\">Our <\/span><\/span><span style=\"color: #ff0000\"><a style=\"color: #ff0000\" href=\"https:\/\/solutionsreview.com\/talent-management\/free-talent-management-buyers-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\"><i><span style=\"font-weight: 400\">Buyer\u2019s Guide for Talent Management<\/span><\/i><\/a><\/span><span style=\"font-weight: 400\"><span style=\"color: #000000\"> helps you evaluate the best solution for your use case and features profiles of the leading providers, as well as a category overview of the marketplace.<\/span><\/div><\/span><\/p>\n<p style=\"text-align: justify\"><span style=\"font-weight: 400\">In a press statement, chief marketing officer at Pegasystems, Tom Libretto said, \u201cwe all know that happy and productive front-line staff results in more positive customer experiences. But our study tells us that too many businesses aren\u2019t listening to the concerns of service agents on the front lines who interact with customers every day, and when businesses do listen, they\u2019re unable to address those concerns. These businesses run the risk of not only losing customers, but valuable, skilled employees as well.&#8221;<\/span><\/p>\n<p style=\"text-align: justify\"><span style=\"font-weight: 400\">He continued, stating, &#8220;organizations need to empower their representatives with intelligent and responsive software that connects the dots across systems and departments \u2014 so agents don\u2019t have to. With this help, front-line employees can quickly and efficiently resolve issues, generate goodwill with amongst their customer base, and ultimately benefit from high levels of retention as a competitive advantage.\u201d<\/span><\/p>\n<p style=\"text-align: justify\"><span style=\"font-weight: 400\">The survey revealed which roadblocks cause customer service agents to struggle. Highlights include:<\/span><\/p>\n<ul style=\"text-align: justify\">\n<li><b>Basic inefficiencies still frustrate agents (and customers): <span style=\"font-weight: 400\">40 percent of agents are still forced to pass customers across departments and teams to solve problems, while 28 percent balked at the need to repeatedly enter the same information in different parts of the system.<\/span><\/b><\/li>\n<\/ul>\n<ul>\n<li><strong>AI and automation may be helpful:<\/strong> <span style=\"font-weight: 400\">Two-thirds of respondents said intelligent chatbots and virtual assistants would facilitate processes and help them focus on issues that require human intervention, and 62 percent think those technologies would simplify their jobs.<\/span><\/li>\n<\/ul>\n<ul>\n<li><strong>Speed is still the most important for happy customers:<\/strong> <span style=\"font-weight: 400\">Speed was ranked as the most important factor in providing positive customer service, (selected by 84 percent of agents). Other top factors included the ability to anticipate customer needs and suggest the next-best-action (70 percent) and to intelligent problem-solving guidance (61 percent).<\/span><\/li>\n<\/ul>\n<p style=\"text-align: justify\"><span style=\"font-weight: 400\">Pega surveyed 3,600 customer-facing employees from the United States, the United Kingdom, France, Germany, the Netherlands, Japan, and Australia.<\/span><\/p>\n<p style=\"text-align: justify\"><span style=\"font-weight: 400\">To read Pega\u2019s full press release, <a href=\"https:\/\/www.prnewswire.com\/news-releases\/pega-survey-customer-service-reps-are-sick-and-tired-of-roadblocks-preventing-better-customer-service-300961349.html\" target=\"_blank\" rel=\"noopener noreferrer\">click here.<\/a><\/span><\/p>\n<p style=\"text-align: justify\"><span style=\"font-weight: 400\">To read the full results of the survey from Pega, <a href=\"https:\/\/www.pega.com\/happy-customers?utm_source=emd&amp;utm_medium=pr&amp;utm_content=Happy-Employees-Survey-2019\" target=\"_blank\" rel=\"noopener noreferrer\">click here.<\/a><\/span><\/p>\n<div class=\"hr hr\"><\/div>\n<p><span style=\"font-weight: 400\"><div class=\"widget\"><div class=\"aside-card\">\t\t\t<div class=\"textwidget\"><p><a class=\"speedbump-2\" href=\"https:\/\/solutionsreview.com\/talent-management\/free-talent-management-buyers-guide\/\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft size-full wp-image-1682\" title=\"Talent Management Buyer's Guide\" src=\"https:\/\/solutionsreview.com\/talent-management\/files\/2019\/02\/tm-bg-speedbump.jpg\" alt=\"Download Link to Talent Management Buyer's Guide\" width=\"800\" height=\"225\" \/><\/a><\/p>\n<\/div>\n\t\t<\/div><\/div><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Digital transformation solution provider, Pegasystems Inc., has announced the results of a global survey. The findings show that customer service representatives want to do their jobs, but they are frustrated with inadequate and obsolete software that restricts their abilities. In this study of 3,600 customer-facing employees, over a third (34 percent) stated they do not [&hellip;]<\/p>\n","protected":false},"author":43,"featured_media":1868,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[6],"tags":[500,96,141,499],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Survey From Pega Shows Customer Service Reps Struggle to Properly Assist Customers<\/title>\n<meta name=\"description\" content=\"In this study of 3,600 customer-facing employees, over a third stated they do not have the right technology to deliver optimal customer service.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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