Making Room for Improvement: How Does Your Contact Center Measure Up?

Customer service is the backbone of any call center software so, needless to say, it’s imperative that call center managers and leaders elevate awareness of how their service center stacks up in the ways that are most important to the consumer. Let’s take a deep dive into some key metrics that any contact center should be aware of and on the lookout for. The following statistics show what the customer values in a contact center and where there may be a need for improvement.

For the most part, your customers are looking for a service environment that enables them to be self-sufficient. According to Forrester Research:

·         67 percent of consumers use the Web as a self-search tool to find answers to their questions.

·         45 percent of consumers are likely to abandon online purchases if they aren’t able to quickly answer their questions.

·         This need for instant solutions shows the importance for service agents to have appropriate tools, as 42 percent are unable to efficiently resolve customer issues due to old or unreliable systems.

Room for Improvement: It’s time to start phasing out any antiquated hardware or systems for a better, more customer-friendly user experience.

Customers also desire easy access from a mobile device, as smartphones are poised to surpass basic cell phones, and tablets will soon outsell PCs. Even more, research from ICM shows that:

·         Only 43 percent of companies regard mobile service as a priority.

·         62 percent of companies view mobile customer service as a competitive differentiator.

Room for Improvement: A good chunk of companies see mobile service as a competitive advantage, but less than half sees it as a true business priority. Which category does your business fall into?

Last but not least, social customer service is increasingly valued by customers worldwide. According to recent research from the Aberdeen Group:

·         By 2014, 70 percent of businesses are likely to use social media as a part of their customer service programs.

·         From 2010 to 2013, the adoption of social customer care has increased 57 percent.

·         These trends in improvements show that there is a need to develop, as 46 percent of contact centers note that improving agent productivity is a primary objective.

Room for Improvement: There’s a need for improved agent productivity; meanwhile, social customer service is taking off. Ask yourself how social call center software can help fill the gaps in this area of your business.

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