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News : Flummoxed Online Customers Increase Need for Customer Service

#contactcenterworld

Amsterdam, Netherlands, Nov 12, 2019 -- More online sales and services have increased the number of people working in customer service and on helpdesks, the AD reported on Tuesday.

Last year the sector employed some 154,000 people compared to 140,000 three years earlier and demand for helpdesk workers is growing.

‘It shows online self-service is not always straightforward and people still want personal contact for difficult questions,’ Lisan van den Beukel, labour market adviser at the government job seeker’s agency UWV told the paper.

However, employers are having difficulty finding staff, with the number of unfilled places rising to 8,000 in the first quarter of this year. The biggest problem is finding people with the right skills and level of education, Van den Beukel said, because it is the more complex matter that flummox customers.

The job also has an image problem. ‘People think that this job is mainly something that you do in the evenings because that is when people call in. But that happens less and less. Because of the lack of staff it takes longer to help people. The resulting pressure is often a reason for people to leave the job. It’s a vicious circle we would like to break,’ Van den Beukel said.

Although salaries are up and workers can more often choose their own schedules the sector is about to be hit with a new labour law which comes into effect next year and which will make it less attractive for employers to hire call centre workers on flexible contracts. Almost three in 10 customer service workers have a flexible contract.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.dutchnews.nl


Today's Tip of the Day - Support

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

Published: Wednesday, November 13, 2019

Printer Friendly Version Printer friendly version

2022 Buyers Guide Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

3.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

4.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

5.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

6.) 
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!

7.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

8.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

9.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

10.) 
Synthetix

Knowledge: For Your Team
Synthetix’s intelligent knowledge base software, Knowledge: For Your Team empowers your agents whilst fuelling your digital customer service channels.

With one centralised source of knowledge that is simple to use and update, providing customers with the right information – whether that be through self-service or direct – is efficient and always consistent.

With their own integrated knowledge base that recommends articles based on what they’re typing and decision tree technology that produces scripting, agents are more productive and Average Handling Times can be reduced by 25%.
 

About us - in 60 seconds!

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