29 Unusually high customer service sta昀昀 attrition is coming into con昀氀ict with the increasing expectations from customers who assume their issues should be able to be 昀椀xed immediately (or even proactively). They demand a seamless switch when they change communication channels or follow up on an issue, but problems are arising as more and more agents work remotely. The “swivel chair” model of the past meant sta昀昀 could rapidly interact with their coworkers in person to acquire essential information for customers, but now they rely on either 昀椀nding it themselves or else having to message and then wait for a response from a coworker. This a昀昀ects CX—and of course, being on the end of the line with an unhappy customer takes its toll on employee experience, too. The C suite is under pressure to source new, more accurate, more holistic ways of measuring CX. After all, CSAT and MTTR are now considered suboptimal indicators of the end-to-end experience. That’s where ServiceNow comes in. Together, we can empower your leaders to incentivize and motivate sta昀昀 by more e昀昀ectively recognizing and acknowledging their value, and rewarding them for their e昀昀orts. We can help you serve your customers better and operate in a lower-stress environment, where employees can develop their corporate skills and organically further their careers. By forging a superior EX across your enterprise, we in turn can ServiceNow facilitates create a superior CX. consistent, frictionless Interested in learning more about the future of customer experience? experiences across Take a look at this resource. multiple channels Let’s go >