Contact Center Solutions Featured Article

Happy CS Agents Can Enhance Customer Experience and Brand Reach

March 19, 2013

The findings of new research carried out by LiveOps (News - Alert), Inc., a provider of cloud contact center and customer service solutions, was recently announced by the company. Through this research LiveOps delivers greater insight into customer service experience for companies. For carrying this research, the company collaborated with Harris Interactive (News - Alert) and Social Business Builders.  

 In a statement, Dr. Natalie Petouhoff, CEO, Social Business Builders, said that, "In this unprecedented research, LiveOps went directly to the sources-to the agents, to the consumers and to the brands-to obtain detailed insights that revealed surprises, validations and revelations about the state of customer service today. Social and mobile are rapidly changing the industry. As a result, there is tremendous opportunity and new revenue upside for brands that know how to leverage their contact center agents and multichannel technology platform”.

Highlights of the research data indicate that  a staggering 92 percent of respondents believe an agents perceived "happiness" can effectively enhance their experience with the brand, while 85 percent of respondents said that brand activity and interactions over social media channels and company website indicated its ability to drive customer satisfaction and quality of support.

Petouhoff went on to say, “We found that when agents have a fully integrated social, multichannel desktop, they can not only improve their productivity by 50 percent or more, they can also deliver exceptional social customer service with a high social media ROI. The study revealed that for the companies in our agent productivity and universal queue research, the incremental profit contributions ranged anywhere from $815K to $2M per year. This research proves how much companies can gain by simply empowering agents with the right tools to interact with today's customers."

In the survey, 89 percent of consumers said that communicating with companies via any channel, which also includes social media platforms, without a dip in quality and efficiency of response was very important to brand impression. The research also found that 61 percent of social media users were not happy with the way companies communicate over these channels.

Lastly, the survey found that 90 percent of customers give importance to communication with a live person or agent over any channel as opposed to self service.




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!