Ed Shepherdson
SVP, Enterprise Solutions

This week we announced new research that reveals some harsh realities for today’s contact center. The survey results indicate the biggest problems are caused by inefficient access to the information needed to solve customer issues, as data continues to proliferate beyond the traditional knowledge. Our survey was conducted in partnership with Omega Management Group – home to the Center for Loyalty Research and a leader in customer experience management (CEM) strategy.

Perhaps the harshest reality contact centers are facing is that the knowledge base in which they have invested countless dollars and other resources, and which has been the center of their knowledge management strategy, is no longer enough.

While nearly 70% of customer service organizations report they’ve invested in a knowledgebase, that same percentage report that the knowledgebase does not contain the information necessary for agents to solve customer issues. For companies with more than 10,000 employees, 43% report that information that contact center agents need to access to resolve customer issues resides in more than 20 systems.

Other survey findings include the following:

  • 70% of survey respondents indicated that they are facing significant challenges as a result of agents not being able to find necessary customer information.
  • Respondents listed case handling time (50%), customer satisfaction (49%), and first contact resolution (FCR) (49%) as the top three challenges.
  • 30% of participants estimated the impact of knowledge base operational challenges at somewhere between $100,000 to $1 million per year, including six percent who put the cost at $1 to $5 million.

Additional survey findings can be found in the official press release.

We’ve seen how the explosion of data is overwhelming practically every company, and customer service organizations are not exempt from the pressure. A negative customer experience directly impacts customer satisfaction, renewal rates, and other important metrics.

Are these challenges that your organization is facing, or that you have overcome?

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About Ed Shepherdson

As the Senior Vice President of Enterprise Solutions, Ed Shepherdson oversees Coveo’s Knowledge 360 Solutions, with a strong focus on the company’s Knowledge 360 Solutions for Customer Service. Mr. Shepherdson brings 30 years of experience in the technology industry to his role with Coveo. Prior to joining Coveo, he spent 18 years at Cognos, now an IBM company, where he most recently served as Vice President of Global Customer Support. While at Cognos, Mr. Shepherdson also held a variety of senior positions in the company’s Research and Development and Applications Development teams. Mr. Shepherdson has also served as an Advisory Board member in several industry associations, including the Technology Services Industry Association (TSIA) and Service Strategies Corporation, which sets the standards for the Technology Services and Support Industry. Mr. Shepherdson holds a Masters Degree in Organizational Leadership and completed the Ivey Executive Program at the Richard Ivey School of Business at Western University. Outside of work, he is an avid golfer, enjoys watching Jr. hockey and spending time with his wife, son and daughter.

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