Customer Service Challenges and the Business Response: A Point of View

What are the top three trends and challenges facing customer service leaders today?

Ashu Roy, eGain CEO

• Making frontline employees productive and happy in the new, remote-first, digital-first era
• How to eliminate chaos from interaction and knowledge silos that businesses have built up over time
• How to innovate fast in customer engagement, while reducing risk

How are businesses going to have to transform their customer operations to keep up with changing customer expectations?

Ashu Roy, eGain CEO

A. Help agents solve customer questions: 84% of frontline contact center agents hate their desktop tools, per Gartner. The challenge for businesses is to empower their agents (and their supporting business operations team) to effectively handle escalated customer inquiries (where all the easy inquires have been handled by self-service and automation). And do this with consumerized capabilities that new agents (Gen-Digital) will adopt easily and enthusiastically.

B. Learn from customer conversations: Realtime analytics and measure/manage loops need to be enhanced in customer operations, so business leaders can guide their business strategy and customer communication in sync with customer feedback and service experience.

Listen to the keynote Ashu Roy presented at the Reuters Customer Service & Experience 2022.

Know the importance of knowledge management and conversational AI in customer service and experience.