Contact Center Solutions Featured Article

New Research Report Emphasizes Importance of Quality in Customer Support Interactions

January 22, 2013

While many contact center organizations are aware that they need to boost service quality – a depressed economy demands it, and customers are becoming more demanding of it and willing to take their business elsewhere if it’s lacking – too many companies are focusing on less important metrics. While the speed of resolution and time to answer are certainly important metrics, the quality of the interactions shouldn’t be lost. Customers are also demanding consistency in the service they receive, regardless of which channel they choose.

This intelligence is supported by a new Aberdeen (News - Alert) Group research report entitled, "Trends in Customer Service: Multi-Channel Edition." The report, which was underwritten by interactive voice response (IVR) solutions provider Voxeo (News - Alert), highlights key trends and strategies tied to the enhancement of customer service and the overall customer experience.

"Customer service user preferences and expectations are quickly evolving, and companies need to keep up with the way customers prefer to interact with them," said Sumair Dutta, VP and Principal Analyst of Customer Experience and Service Management with Aberdeen Group. "This report highlights that an increasing number of companies are understanding that fact and provides an overview of the technologies and best practices to keep customers connected, engaged and happy with a brand."

Voxeo says it’s extra critical to get customer support quality right today, since good and bad experiences are traveling much faster in today's hyper-connected world. Organizations must effectively manage the customer experience across the growing number of communications channels, including voice, SMS, mobile Web and social networks like Twitter (News - Alert).

While the traditional telephone call to a call center continues to be the first choice among customers when it comes to service interaction, these same customers also demand that the peripheral channels they use, such as e-mail, chat, Web self-service, social media, offer the same integrated, robust experience. Mobile apps are also becoming more common as a channel of choice in customer support, as customers seek a more convenient, yet effective, service experience.

The new report highlights some of the broader trends in customer support and focuses on the best practices in engaging customers across multiple channels.

"Organizations that put a combined focus on agent empowerment, channel expansion, increased automation, and improved collaboration see a nearly 30 percent advantage in customer retention and are able to drive nearly three times the customer revenue growth as compared to those that don't," added Dutta.

To find the report, visit www.voxeo.com/aberdeen-trends.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, Aspect Software and Nice Systems

What an unusual week in the Contact Center Solutions Community. I never thought I would use the word "war" in an article for the community, but interestingly in different context I ended up using it not once but twice. [ Read More ]
11/22/2014

Aspect Software Declares War in Workforce Optimization Market

We may be closing in on the holiday season and a time of "good cheer," but reality is that competition in business is a 24/7/365 affair. And, depending on whether you are a competitor or possible customer, it looks like this holiday season thanks to a new initiative by customer experience solutions provider Aspect Software you are either looking at a possible lump of coal in you X-mas stocking or a valuable present. The reason is Aspect has dropped the gloves in the hotly contested Workforce Opt… [ Read More ]
11/21/2014

Ozonetel Integrates CloudAgent with Zoho CRM

A big part of improving the customer experience, regardless of whether you are an enterprise or a service provider, is breaking down the silos of customer information that exist inside an organization. Having a full view of the customer is important to customer lifecycle management and hence the overall customer experience. And, one of the big places to look for enhancing visibility into all things customer related is obviously tight integration with various capabilities with customer relationsh… [ Read More ]
11/21/2014

LiveVox Data Center to Bring Cloud Contact Center Capabilities to Canada

As financial results from various contact center and unified communications (UC) solutions providers continue to flow in for this quarter two things are becoming increasingly clear. First, is that those seeking to upgrade their customer experience capabilities are accelerating the adoption of the cloud and hybrid solutions as their preferred path. Second, is that North America continues to be the hotbed of this with not just the large U.S. market as a target of opportunity, but also the vibrant … [ Read More ]
11/21/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!