Revealed: Top Ways To Improve CX Performance

The COVID pandemic radically transformed the customer experience landscape, forcing many teams to rapidly transition from highly controlled call center environments into highly distributed remote work models.

Surveys now suggest that many CX agents will want to maintain some sort of remote or hybrid work arrangement going forward. To manage CX workflows among their distributed employees, customer operations leaders rely on an expanding array of SaaS applications. In its 2021 Businesses at Work report, for instance, Okta found that larger companies now deploy an average of 175 apps.

Yet most companies have minimal visibility into the details of how well all these apps work together in their CX workflows. Without knowing how different processes and technologies affect agent productivity, leaders have a hard time identifying the greatest opportunities to improve efficiency and produce better CX outcomes. The lack of transparency also complicates PCI compliance.  

Fin’s Work Insights Platform, a lightweight browser plugin, solves this problem by giving customer operations leaders much greater transparency into CX agent performance. 

Now, Fin’s new CX Insider Report: Customer Operations Benchmarks for 2022 offers detailed findings based on analysis of tens of millions of hours of real-world data collected through the Work Insights Platform. The Report goes far beyond CSAT (customer satisfaction) scores to reveal industry standards around other key metrics such as handle time, data loss, agent utilization, and policy adherence. For example, the report shows:

• 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 

By combining insights generated through Fin’s Work Insights Platform with the benchmarks and analysis in the Report, customer operations leaders can evaluate their own CX performance and identify those areas where they have the most improvement potential.

Join Fin executives Evan Cummack (CEO) and Alec DeFilippo (Head of Customer Solutions) on Wednesday, February 9th for an informative webinar to learn how leading companies use data and benchmarks to unlock the full power of their customer operations teams. The webinar will feature Fin’s latest research on best practices to help leaders coach teams while optimizing processes and technology to empower agents and improve operations in ways that deliver better CX outcomes.