Summary
Distracting customer service agents from their real mission of delighting and winning customers is all too common. Strativity Group's global customer experience management study revealed that only 37% of respondents have the tools and authority to resolve customer problems. It is time to place the tools in the agents' hands. Simplifying access to information and providing the relevant information immediately is the key to ensuring quality service, initial sales, and repeat business - and to creating a competitive advantage. By freeing agents from the burden of mastering an antiquated, patched technology structure, they can focus on the important objective: getting the customer to buy the products.
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Extract
Stop Wasting Everyone's Time
I RECENTLY VISITED a customer contact center that functioned both as a sales and a service operation. When the company's customers request a price quote, agents need to search in six ...
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