Source: Coveo Solutions Inc.
  • A new survey found that many workers struggle to find information to do their jobs
  • 36 per cent of respondents to the questionnaire put forth by Coveo Solutions Inc. (TSX:CVO) said this left them feeling burned out and overwhelmed, further costing their company in time and money
  • Coveo surveyed 250 contact centre agents in the U.S. and found that progressive companies are transitioning to collaborative support models
  • Coveo Solutions Inc. (CVO) opened trading at C$6.35 per share

Could case swarming be the answer to “Swivel Chair Syndrome”?

A new survey found that many workers struggle to find information to do their jobs.

36 per cent of respondents to the questionnaire put forth by Coveo Solutions Inc. (TSX:CVO) said this left them feeling burned out and overwhelmed, further costing their company in time and money.

Meanwhile, 80 per cent of respondents agreed that having quick access to information has an impact on essential contact centre metrics like case handling time or mean time to resolution.

Coveo surveyed 250 contact centre agents in the U.S. to find out how they are set up for success within their organization. The report found that progressive companies are transitioning to collaborative support models.

What is “Swivel Chair Syndrome?” A swivel chair process is the result of manually entering the same data into multiple systems that lack integration.

“Customer service is in a state of metamorphosis” is the theme of the report, from which two different worlds emerged. One with service agents operating in isolation and one where they embraced collaboration. Yet, regardless of their operating model, many long-standing pain points remain.

The survey found that more organizations are seeing the value that agents can bring to the customer experience and help organizations differentiate themselves from their competitors and contribute to company growth.

49 per cent of surveyed respondents reported their organization sees the contact centre both as a source for answering questions and handling issues as well as a centre for retention and growth.

Organizations that achieved success through a collaborative working model focused on four broad areas:

  • Understanding their current situation, including successes and pitfalls
  • Established a strong knowledge management process
  • Built or refined their self-service foundation
  • Encouraged a cultural mindset shift within their organization

According to the report, contact centres that take advantage of the overall value agents provide, beyond break-fix support, will better meet customers’ evolving expectations and help fuel business growth.

Customer service agents who respond to the survey believe there is a correlation between collaborative swarms and agent positivity. Agents within service departments that leverage a collaborative support model (61 per cent) or where the contact centre is seen as a growth centre (62 per cent) report that information and expertise was easier to find within their organization.

Agents within companies either beginning a transition (82 per cent) to collaborative support or already practicing it (87 per cent) report a higher likelihood of feeling encouraged to collaboratively solve customer problems.

“Customer service agents are a company’s frontline brand ambassadors,” said Patrick Martin, GM of Service at Coveo. “Beyond providing support, an enabled agent can build relationships that promote repeat business and brand loyalty resulting in upgrade and upsell opportunities. Our research shows that there is a lot of value in empowering agents with the right tools and the trust required to create industry leading agent and customer experiences. Forward thinking companies are beginning to recognize the benefits of a collaborative support model and the influence that contact centre agents can have on the growth and profitability of their business.”

Coveo Solutions Inc. (CVO) is an AI-powered platform. It provides applied AI solutions enabling enterprises to deliver relevant digital experiences at scale. The company’s solutions provide value to its customers by helping drive revenue growth, reduce customer support costs, increase customer satisfaction and website engagement, and improve employee proficiency and satisfaction.

Coveo Solutions Inc. (CVO) stock is up 4.83 per cent since this time last year and opened trading at C$6.35 per share.


The material provided in this article is for information only and should not be treated as investment advice. For full disclaimer information, please click here.

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