In delivering customer service through telephone-based
communications, the vast majority of organizations
have a workable model in place – one
that focuses on such standards as:
- Length of call
- One call resolution
- Knowledge and
- Service delivery
Today’s challenge is to extend those same
standards to Internet–based communications
and truly optimize performance and quality across
the board. Your competition is now only a click
away! 
Like most companies, you are probably performing
some type of call monitoring to coach your CSRs
and improve call quality. Is that really enough
as your call center emerges into a customer interaction
center? As call centers continue shaping themselves
into contact centers, recording is fast becoming
an urgent need. And it’s not only basic call
recording, but customer interaction recording that
will become key.
Due to increased competition and the fact
that consumers can easily click a competitor's Web
site to fulfill their needs, companies must place
a renewed focus on the power of the Web. Consumer
push, along with the competitive nature of business,
has made it an imperative for organizations to have
a Web presence - and a strong one at that.
With high stakes involved in being able to
differentiate your company's service standards,
forward-thinking organizations are investing now,
more than ever, in their contact centers - arming
them with well-trained personnel, effective business
processes and the latest technology innovations
designed to make agents' jobs more efficient, concise
and quality-focused.
As a foundation to their quality assurance
programs, companies are capturing customer contacts,
observing the interactions and then analyzing customer
experiences. Recognizing that sales/satisfaction
start with the contact center - where 70 percent
of companies' customer interactions occur - it's
clear that having the right technology is critical,
as is the ability for agents to provide quality
service since they truly comprise the "front line"
to building and optimizing customer relationships.
As customer self-service and e-media communications
increase in popularity, telephone support through
companies' call centers remains an equally viable
option. The good news for companies today is each
time they connect with customers - whether it's
through the telephone, Web or email - new and valuable
opportunities surface to sell and service them,
as well as make a memorable impression with the
caliber of our service, the knowledge and efficiency
of our staff, and our service consistency regardless
of the touch point the customer chooses.
Over the past few years, the Internet has
truly changed how companies do business. A service
that once was primarily handled either in person
or over the telephone has evolved and is now conducted
through a number of Web-based multimedia touch points
and even by consumers serving themselves. While
Web initiatives have historically been a function
of the IT and marketing departments, increasingly
contact centers are taking the lead in managing
the self-service revenue channel to ensure that
the Web serves as a profitable service media - as
well as a consistent and quality-focused touch point.
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