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

Plantronics' DA80 Makes Customer Service Centers Smarter

The moniker smart is now attached to phones, TVs, homes and even cars. As the size of computer processors get even smaller, more products will be embedded with the technology to make them smarter to deliver improved efficiency and productivity for many different industries. For contact centers, the goal is to always improve customer service, and then new Plantronics next-generation USB audio processor not only increases the effectiveness of service center operations, but it makes customer intera… [ Read More ]
02/25/2015

Contact Solutions Launches Adaptive IVR that Learns from Caller Behavior

We are all familiar with Interactive Voice Response (IVR) systems as the first thing we typically encounter when calling a contact center. The fact of the matter is that today's IVR capabilities can do a lot more than just give us options for directing calls to the appropriate resources. They are in fact valuable tools for contact center administrators in terms of improving the customer experience. In fact, as illustrated by the recent announcement by Reston, VA-based cloud-based customer care s… [ Read More ]
02/25/2015

Interactive Intelligence Highlights Five Customer Interaction Trends to Watch in 2015

A few weeks ago collaboration, communications and customer engagement solutions provider Interactive Intelligence hosted a jam-packed webinar called What's New for Contact Centers in 2015 and Why it Matters. If you missed this event, you can still watch and listen to the archived version, and it is highly recommended to say the least. [ Read More ]
02/19/2015

Teleperformance Wins Frost & Sullivan Award for Product Leadership in Chile

Work with BBVA cited as Teleperformance Wins Frost & Sullivan Product Leadership in Chile award. [ Read More ]
02/18/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!