While customer self-service is a growing trend, and many business-to-consumer interactions are taking place more and more online (email, FAQs, online chat...), voice is still the number one communication channel. Additionally, customers are growing discontent with their vendors and suppliers and cite poor customer service as the reason.
Heading into 2019, you need to ask yourself, "What am I going to do different this year in my call center to improve my customer service levels?" You can't keep doing the same thing and expect different results. Recall Albert Einstein's quote about insanity.
A good place to start in 2019, if you haven't done so already, is to consider deploying quality monitoring and screen recording software, so you can begin assessing your call center agents' performance when interacting with customers. These invaluable tools will provide much-needed visibility into the customer experience, so your call center managers can fix what isn't working. Suppose your agents are being slowed down by complex desktop navigation through the various customer service apps they must access. This is a correctable issue, but without this type of software, you would never know uncover the root cause of your increasing average handle time (AHT).
Here are some important customer service statistics to get you motivated to try something new in 2019:
Let 2019 be the year you hit your customer service numbers out of the park.
Publish Date: December 12, 2018
miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.
eGain has rearchitected its platform to handle the messaging channels in a new way. eGain Customer Engagement Hub™, the platform that unifies knowledge, AI, analytics, and conversations to ensure that no channel is left in a silo, also powers the eGain Messaging Hub.
Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.
Chat, Synthetix’s multichannel live chat solution offers customer support in real-time, driving huge efficiencies.
When customers have complex queries that require human intervention, live chat proves far more efficient than traditional channels. Not only is it quicker and more convenient than waiting on hold to be dealt with, but with AI-powered features, it produces massive ROI.
With concurrent chat slots, a live key-press feed and AI-predictive suggestions that recommend articles in real-time, Synthetix Chat reduces average handling times by up to 50% compared to standard live chat.
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