Today’s contact centers are finding that success can only be accurately measured by taking an holistic approach to customer satisfaction. It is the overall customer experience that matters just as much as the individual elements that make up that experience.
Traditionally, call centers measured their success by holding performance stats up against benchmarks for average time to answer, call volume for each agent, etc. The logic was that if these metrics were met, customers would be satisfied. Such a siloed, number-driven approach no longer works.
Customer satisfaction boils down to having access to the right agent with the right skill set who has access to the right information at the right time. Seeing that equation through to reality might seem a daunting task. But with IP
telephony and IP presence technology, it is very achievable.
IP technology empowers contact centers with resource management options (such as manager work-at-home environments necessary to retain the best agents) and the ability to extend the reach of the core customer service staff by making experts in other areas of the organization available when their knowledge can help deliver an excellent customer experience.
Mark your calendar now for this session, scheduled for Monday, September 10, 2007 from 9:00 to 9:45 a.m. You’ll come away with a new understanding of how IP technology can turn your contact center into a customer experience dynamo.