1 / 2

How Service Agents have evolved in Virtual Contact Centers

There has been a great deal of research conducted on contact center trends, and it has shown that there needs to be a focus on customer satisfaction and engaging with customers in multiple channels. Therefore, contact centers today must be capable of handling voice, email, chat, and social media. Companies that have superior customer service are likely implementing more than one communication channel into their contact center. However, simply having multiple communication channels does not automatically mean that they are excelling at customer service.

newnett
Download Presentation

How Service Agents have evolved in Virtual Contact Centers

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. How Service Agents have evolved in Virtual Contact Centers There has been a great deal of research conducted on contact center trends, and it has shown that there needs to be a focus on customer satisfaction and engaging with customers in multiple channels. Therefore, contact centers today must be capable of handling voice, email, chat, and social media. Companies that have superior customer service are likely implementing more than one communication channel into their contact center. However, simply having multiple communication channels does not automatically mean that they are excelling at customer service. Most multi-channel contact centers incorporate a labor division between their agents. There will be agents who are assigned to taking the calls and other agents who will handle any customer emails or live chat sessions. An increase in communication channels does not mean that the customer’s experience will automatically be improved though. There can be issues if the different channels are not integrated seamlessly. Digital communication can cause issues, and a very common problem occurs if there is an agent who is taking any inbound calls and they are in a silo without access to what occurred when the customer was interacting with the agent who was chatting with them. Often, the customer will become frustrated since they will need to start over with their issue. In addition to customer frustration, the agent can likely become frustrated as well and this can cause a very dissatisfied customer.

  2. Fortunately, the technology that virtual contact centers have allows for companies to use a blended agent strategy easily. Agents are able to handle multiple channels of communication from one screen on their computer. Using a blended agent allows for them to have more access to information that will help them to serve their customers more efficiently and quickly. Businesses can consolidate their voice, chat, email and social media so the agent can prioritize channel response and increase customer satisfaction. Contact US Headquarters NewNet Communication Technologies 700 East Butterfield Road. Suite 350 Lombard, IL 60148 Phone: +1 224-795-5200 Fax: +1 630-495-2104 Global Customer Support Email: info@newnet.com Global Customer Support Email: support@newnet.com US Toll-Free Number: +1 877-735-616 International UFIN Number: +1 800-666-2010

More Related