When it comes to increasing satisfaction levels and sales, nothing beats making life easy for customers and releasing their most valuable asset - time. Annica Ronquist, Head of Global Customer Operations and Services at Teleopti explores the options.
Look around you, we all lead busy lives where time is of the essence. The evidence is clear to see with people rushing to work drinking coffee on the run and travelers on public transport glued to their mobile phones and tablets! When was the last time you lost track of time and had to go online for a emergency grocery shop because you’d run out of everything in the house? It comes down to too much to do and not enough time to do it in.
It’s all about time and convenience, therefore the organizations that deliver quick fixes, instant results and customer satisfaction will go on to flourish. Customers are not prepared to wait. Studies reveal that 45% of US consumers are likely to abandon an online transaction if their questions or concerns are not addressed quickly. Likewise a popular KPI in contact centers is first call resolution. Put simply, responsiveness and excellent customer service is a winning combination for busy, time poor customers.
What this means for the contact center
Customers now expect contact center agents to have the knowledge and authority to make decisions and fix their problems instantly. If agents can’t achieve this, customers will go elsewhere. The lesson is:
Bring it all together with the right technology
Technology offers a wealth of features to drive agent productivity and empower them to deliver an efficient service that releases customers’ valuable time. Consider:
It’s time to answer the question: “how do I help make life easier for my customers and give them back their valuable time?” As we all know, time is of the essence – act now to empower agents, deliver a faster, more enjoyable customer experience and boost the bottom line.
Publish Date: May 5, 2017 5:00 AM
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.
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Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
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|3.)||Call Center Studio|
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We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.
Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.
Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
|5.)||Jointly International Inc.|
Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:
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By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
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Any part of your business operations that requires constant end-customer facing task is an essential part of your business.
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