The call center is the frontline for customer service; no matter what the customer query two things are integral to be a successful call center: response and resolution time. Fix the problem, and do so in as quick and painless a manner as possible. To take this notion from idea to real-world results, Kodak (News - Alert) Alaris announced the Kodak Info Insight Platform.
The new call center solution collects and analyzes information sent to the call center from phone calls, email and social media which then allows an agent to give responses to client issues in a timely and informed manner.
A major issue for call centers across the board is response time. Kodak notes that a typical response time to a social media inquiry is several days versus the mere 30 percent of emails that are answered within an hour—clearly a red flag. Because the Kodak Info Insight Platform is able to sort and organize information into an actionable format so insight can be gained from invaluable customer behavior, customers will receive more timely responses.
Another piece to the customer experience puzzle is context. How often have you called a company and had to repeat your issue multiple times to several people? The answer is most likely too often.
Michael McBrien, Principal at Merlion, contact center consultants noted “Today, when a customer calls in and refers to an e-mail previously sent, the agent is usually ‘left hanging’ without access to the e-mail exchange. Contact centers need an integrated solution for managing text-based information – one that can automatically categorize data and give agents a full view of the information they need to resolve an inquiry.”
Kodak addresses this issue by leveraging its artificial intelligence based solution to handle text-based communications while the Info Insight Platform will ensure that each claim is routed to the best equipped agent. The system even to a degree negates experience and expertise by offering agents suggestions to solving the issue.
The call center solutions landscape is a competitive one, there is no question, and any tool offering actionable insight to improve processes and the customer experience is worth taking a look at. Much like the westerns of years past, Call centers exist in a world of the quick and the dead. In this case Kodak Alaris is trying to keep your call center alive, well and flourishing.
Edited by Dominick Sorrentino