Call Center Operations

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April 17, 2012

VHT's New Solution Guaranteed to Improve Customer Satisfaction, Drive Efficient Call Center Operations

By Jamie Epstein, TMCnet Web Editor

Virtual Hold Technology (News - Alert) (VHT), a company focused on raising the level of the overall customer experience and helping streamline call center operations, just unveiled Conversation Bridge, a solution specifically created to eliminate the major customer service problem of taking needed steps within a self-service system, but then not being able to receive additional assistance if needed.

VHT’s Conversation Bridge will help companies seamlessly integrate fully automated support as well as gain quick access to live agents when a higher level of help is required through multiple channels including smartphones, mobile apps, social media sites, websites and gaming consoles.

“By 2016, more than 60 percent of inbound customer service calls will come from smartphones, laptops and devices other than landlines like gaming consoles, set top boxes and store kiosks,” VHT CEO Kevin Sjodin said in a statement. “Today’s always-connected, app-enabled customers want answers quickly so they can solve problems and accomplish tasks. This means that after trying self service, sometimes they need to talk.”

With the ability to successfully be placed within a businesses’ current environment, customer interactions will forever be revolutionized. And when and if customers can’t find the answers to their problems or questions on their own, the Conversation Bridge enables ASAP or scheduled callbacks that encompass data from the individual user that will be sent directly to the agent, personalizing the experience for the individual in question.

“Multichannel, intelligent callbacks with context benefit both customers and businesses,” Sjodin added. “Customers never have to start over, repeat information or wait on hold. Companies save the cost and time associated with having the customer repeat information they already provided during self service, and because the Conversation Bridge activates at precisely the moment when the customer is at a crossroads, it presents businesses with an opportunity to build the brand perception and customer relationship at a critical point in time.”

A company that knows all too well the level of attention a customer needs to feel satisfied, Knowlagent recently penned a blog post that discussed how crucial it is for contact centers to enable employees to continue to grow by being responsible for more and more tasks.

By assisting employees to continue to evolve, it will help to not only improve operations in the call center environment but it will yield a much more satisfied workforce and help to reduce retention rates.

To find out more about Knowlagent’s robust call center offerings, click here.

Edited by Carrie Schmelkin

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