CompTIA Online Training

Enriching Customer Service Experience Facilitates Prosperous Earnings

June 7, 2011 by Trina

The businesses that deal with technology and technical products have contact centers for extending support to their customers. Most of the customers are unable to handle the technical issues and seek assistance from the contact center agents. Though these contact centers are meant for resolving customers’ issues it barely suffices their needs thus raising the cost of operations with escalated calls and multiple interactions, notwithstanding the frustration of the customers.

The contact center agents have to use multiple sources for retrieving information to resolve the issues, and generally they are incapable of finding the root cause leading to inaccurate resolutions and lengthy procedures. Expenses rise due to the multiple interactions between the customer and the agent in trying to find the correct root cause. There is no way that agents are provided with information about the customers’ past interactions, and each time the entire process is repeated from scratch wasting useful time and making the customers irate.

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To overcome the challenges and maintain cost-efficient operations businesses need to employ reliable customer service solutions that can help in delivering accurate resolutions and reducing expenses. There is a requirement for an environment with an integrated knowledge base that facilitates searching for root causes and its relevant solutions.

The environment should also facilitate the agents to view information about the customers’ prior interactions so that they can provide prompt and satisfactory services. The customer service solutions should provide numerous options to find the correct answers depending on the level of expertise and knowledge of the agents. It should have the capability to capture the real interactions between customers and agents to add the experiences in the knowledge base for future references.

The convenience of finding solutions voluntarily by customers has made the concept of web self-help extremely popular. Customers prefer searching for answers at their own pace rather than contacting the agents. But most of the times these self-service facilities are cumbersome and the instructions are confusing which exasperates the customers. and they have no choice but to return to the agents. The self-service facilities should help the customers find their answers easily without the assistance of any agents irrespective of whether they are first time users or experts.

A flexible ambiance that helps agents to retrieve information correctly without any errors or time-consuming methods is the ideal set up for contact centers. Efficient web self services that assist the customers in resolving their issues without the need of any agents helps businesses to retain their earnings.

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