CAMBRIDGE, Mass., Nov. 20, 2019 /PRNewswire/ -- Pegasystems Inc. (NASDAQ: PEGA), the software company empowering digital transformation at the world's leading enterprises, today announced results of a global survey that found customer service representatives want to help but are frustrated with inadequate and outdated software that restricts their effectiveness.
In a global study of 3600 customer-facing employees, more than a third (34%) say they lack the right technology to provide optimal service. Throwing more tools at the problem usually isn't the answer either: 38% report they need to shift between four and 12 applications daily in their jobs, making it difficult to rapidly respond to customer inquiries, locate customer information, and find solutions.
The survey revealed which roadblocks hamper customer service agents and offered clues for how business leaders can overcome these issues. Highlights include:
Pega surveyed 3,600 customer-facing employees from United States, United Kingdom, France, Germany, the Netherlands, Japan, and Australia. To see more results, download the eBook "The Key To Happy Customers? Happy Employees" at www.pega.com/happy-customers.
Quotes & Commentary:
"We all know that happy and productive front-line staff results in more positive customer experiences," said Tom Libretto, chief marketing officer, Pegasystems. "But our study tells us that too many businesses aren't listening to the concerns of service agents on the front lines who interact with customers every day, and when businesses do listen, they're unable to address those concerns. These businesses run the risk of not only losing customers, but valuable, skilled employees as well. Organizations need to empower their representatives with intelligent and responsive software that connects the dots across systems and departments – so agents don't 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."
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About Pegasystems Pega (NASDAQ: PEGA) is the leader in cloud software for customer engagement and operational excellence. Every day, Pega powers millions of automated processes, billions of customer interactions, and trillions of dollars of business by helping people open bank accounts, change phone plans, get healthcare, manage insurance claims, apply for permits, and more. The world's most recognized and successful brands rely on Pega's AI-powered software to optimize every customer interaction on any channel while ensuring their brand promises are kept. Pega's low-code application development platform allows enterprises to quickly build and evolve apps to meet their customer and employee needs and drive digital transformation on a global scale. For more than 35 years, Pega has enabled higher customer satisfaction, lower costs, and increased customer lifetime value. For more information, visit www.pega.com
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SOURCE Pegasystems Inc.