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Article : The 1¢ Piece of Paper that is Costing your Contact Center Millions

#contactcenterworld, @VistioViews

When your customers call your contact center, the process of delivering consistent, accurate, and efficient service should be simple. You need to know who the customer is, their history with your company, understand why they’re calling, and be able to resolve the issue or answer the question in an efficient, timely fashion. They should hang up the phone feeling assured the agent they spoke to is an expert and provided all the answers and solutions they needed. All of that, and don’t put the customer on hold.

Unfortunately, all the technology contact center managers provide to their agents often complicates the process of helping customers and making the job of the agent more complex. This adds unnecessary stress and confusion to what is already a stressful job. Instead of being guided through the steps of delivering great customer service, your agents are left unsure of how to proceed and the path to providing excellent customer service becomes less and less clear.

Of course, to combat this, we give agents training, knowledge bases, and process documentation—essentially every bit of information they might need on a call. But asking your agents to search through your knowledge base, read (or more likely, skim) what they believe to be the relevant article, and interpret the best way to proceed every time they don’t know the answers to your customer’s question is inefficient and likely to result in inaccurate answers. Even for a seasoned agent, memorizing every step, especially if your contact center has dozens of complex call types, is extremely difficult and processes change all the time.

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We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

Your agents fill in the gaps with workarounds—with these sticky notes, binders, laminated sheets, notepad apps—that clutter up their workspace with various pieces of information. This system isn’t scalable. Your agents aren’t sure what to do, service isn’t uniform, your customers’ issues aren’t resolved efficiently, and you’re left with a stack of technology that isn’t fixing the problem.

The bottom line? Bad customer experiences are often the result of bad process and agents that don’t know what to do next. In order to fix the process—and to get rid of the workarounds—you need to remove the friction that keeps your agents from following that process, not by giving them any and all information they might need, but by eliminating the complexity of their job and showing them exactly how to proceed.

Adding more technology won’t fix bad processes. But establishing and smoothing out bad processes is the path to better metrics, a better customer experience, lower operating expenses and greater control over your contact center performance.

#contactcenterworld, @VistioViews


About Vistio:
Company LogoTurning your agents into seasoned pros doesn’t have to be complicated. Vistio’s live on-screen guidance eliminates guesswork and stress so your agents can confidently, quickly, and accurately resolve any customer inquiry. Through interactive and rules-based scripting, Vistio puts the right answers at your agents’ fingertips right when they need it—allowing them to confidently navigate interactions, regardless of their experience level. The result is specific and measurable improvements in your KPIs in just 90 days, and ultimately uniform and accurate customer service, an improved agent experience, and greater control over your contact center performance.
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Today's Tip of the Day - Play Your Agents Their Calls

Read today's tip or listen to it on podcast.

Published: Monday, January 3, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

5.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

6.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

7.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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