If you run an SME in French-speaking Switzerland, this figure is your reality. You know how important efficiency is. But when your teams have to juggle between six non-integrated tools, productivity doesn't improve. It just leads to exhaustion.

Here are three observations I see every day in growing companies:

Exhaustion and hidden costs.

The real problem isn't your agents' salaries, it's how much they cost when they're inefficient. The loss of productivity associated with outdated systems costs hundreds of thousands of Swiss francs per year (according to estimates based on a Forrester study). The cost of agent turnover is simply too high to ignore (especially since 70% of decision-makers are seeing increased attrition). It's a vicious cycle that slows down the entire company.

AI is not here to replace humans.

It's there to free you up. Automatic summaries, pre-filled responses, priority sorting... These are small gains that free up valuable time for real interactions. (An agent can save up to 70 hours per year with automation.)

Support must grow with the company.

If you double your workforce or your customer base, but not your tools... your support team will pay the price. Now is the time to ensure your support can handle the increased workload.

In 2025, the best customer services will be those that have successfully combined human interaction and technology in an intelligent manner.

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Find out more: https://cx.talk-to-me.ch/

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