Multi-channel Customer Service is not new. Customers have been accessing companies through many channels for years… email, phone, chat… but now with social media the ability to find those social interactions and bring them back into the contact center just like a call or email has escaped many people This research was conducted by visiting 3 different types of contact centers and studying the affect of the software the agent uses to deliver customer experiences. In all three cases there were major savings or revenue opportunities. The white papers uncovered why Contact Center have a difficult time reinventing themselves as well as 7 steps to benchmark what the company is currently doing and comparing it to best practices and providing a gap analysis.To read each of the case studies click on the picture of the study and it will take you to the research paper.
The series of three white reveal a number of important findings:
Finding 1: The Lack of a Common Definition of A Universal Agent in a Multichannel Contact Center
Finding 2: Technology Affects Agent Attitude
Finding 3: Growing Concern About the Company Not Directly Addressing Social Media
Finding 4: Significant Impact of Technology on Agent Productivity
Finding 5: Effect of Integrating Social Channels on Agent Productivity
Finding 6: Impact of Technology On Agent’s Ability to Reduce Customer Churn
Finding 7: Effect of Technology on Agent Responding Immediately to Negative Word of Mouth via Social Posts
Finding 8: Impact of Technology on Proactive Social Subscriber Engagement And Increasing Subscriber Revenue and Customer Lifetime Value
Brought to you by the Executive Success Acceleration Firm
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