When it comes to increasing satisfaction levels and sales, nothing beats making life easy for customers and releasing their most valuable asset – time. Annica Ronquist, Head of Global Customer Operations and Services at Calabrio explores the options.
Look around you, we all lead busy lives where time is of the essence. The evidence is clear to see with people rushing to work drinking coffee on the run and travelers on public transport glued to their mobile phones and tablets! When was the last time you lost track of time and had to go online for a emergency grocery shop because you’d run out of everything in the house? It comes down to too much to do and not enough time to do it in.
It’s all about time and convenience, therefore the organizations that deliver quick fixes, instant results and customer satisfaction will go on to flourish. Customers are not prepared to wait. Studies reveal that 45% of US consumers are likely to abandon an online transaction if their questions or concerns are not addressed quickly. Likewise a popular KPI in contact centers is first call resolution. Put simply, responsiveness and excellent customer service is a winning combination for busy, time poor customers.
What this means for the contact center
Customers now expect contact center agents to have the knowledge and authority to make decisions and fix their problems instantly. If agents can’t achieve this, customers will go elsewhere. The lesson is:
Bring it all together with the right technology
Technology offers a wealth of features to drive agent productivity and empower them to deliver an efficient service that releases customers’ valuable time. Consider:
It’s time to answer the question: “how do I help make life easier for my customers and give them back their valuable time?” As we all know, time is of the essence – act now to empower agents, deliver a faster, more enjoyable customer experience and boost the bottom line.