Is Your Agent Experience Hurting Your In-Home Wi-Fi QoE?

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Jarrod Stevenson, Director – Solution Engineering

March 12, 2019

Written By: Jarrod Stevenson, Director – Solution Engineering

To borrow an industry trope, the ‘last mile’ in a customer’s experience is care. This is particularly evident when they’re having issues with in-home Wi-Fi.

Care Agent Receiving Wi-Fi Support Call

According to the “Top Key Performance Indicators in Wi-Fi” study from CableLabs, an astonishing 60% of support calls are Wi-Fi related.

Wow, right?

It starts with proactive monitoring and empowering care teams with remote troubleshooting.

“Enterprises have long been trying to move the needle in customer experience (CX) without paying as much attention to the agent experience (AX). No wonder CX has been stuck in doldrums while agent churn has remained astronomically high,” concludes a recent article in No Jitter.

  • 84% of agents say that their desktop tools are not helpful to them in resolving customer queries (source: Gartner)
  • Agents have to navigate an average of 8.2 applications, when they have the customer on the line, to get answers/resolve problems (source: Gartner)
  • Agent churn is 30% to 45%, depending on whom you ask (source: Quality Assurance and Training Connection), with Gen Z and Millennial agents tending to stick around for less time than agents from older generations

CTA, Wi-Fi Service Assurance

Customer service and support teams often face a lack of objective, fact-based information relative to the in-home experience. Giving agents a clear view into the in-home Wi-Fi environment means being able to troubleshoot, isolate and even resolve individual subscriber problems.

The right service assurance solution will also alert care teams to customers with poor performing Wi-Fi, provide resolution actions to escalation teams and even enable customer self-care.

Not only is remote troubleshooting crucial to ensuring customer issues are resolved as efficiently as possible, an intuitive service assurance solution that integrates into existing systems will empower agents without constantly switching screens.

Specifically, service assurance can improve care metrics by increasing First Call Resolution (FCR), Customer Satisfaction (CSAT), and Net Promoter Score (NPS) as well as by decreasing Speculative Truck Rolls, ‘No Fault Found’ STB Swaps, and Average Handle Time (AHT).

Wi-Fi service assurance for Tier 1 Care

If the call involves service problems, including video, most Tier 1 agents are not trained to for diagnostics. The answer for Tier 1 customer care, therefore, is automation.

How automated service assurance helps:

  • Automated guidance
  • Immediate, automatic diagnosis of key issues that impact the customers’ quality of experience (QoE)
  • Insights from proactive monitoring, that are incorporated existing systems, call flow tools and business processes

Wi-Fi service assurance for Tier 2 Care

Being able to isolate a problem is an important part of the troubleshooting process and a crucial part of ensuring customer issues are resolved as quickly and efficiently as possible at Tier 2.

Tier 2 agents require a powerful toolset to investigate, isolate and address advanced issues that do not lend themselves easily to automation.

How service assurance helps:

  • Dashboards designed to give a subscriber’s view of the service to assess the customer experience in real time, without requiring a customer to describe it.
  • Real time and recent history views, to easily investigate intermittent, tough-to-find problems with the click of a button.
  • Visualization of device health relative to the neighbourhood and deployment.
  • Snapshot of customers’ in-home Wi-Fi environment from day one with ‘Wi-Fi birth certificate’

Assurance analytics close the loop

The Wi-Fi landscape is rapidly changing. Beyond whatever happens on the care desk, every stage in the customer experience should be wrapped with assurance analytics powered by machine learning.

By highlighting patterns and events that are correlated through time, teams can discover where problems exist, determine how pervasive they are and how to resolve them, so that the next time the phone rings, or chat notifies your care center – it’s not Wi-Fi related.

CTA, Wi-Fi Service Assurance


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