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Consumers Rely Heavily on the Contact Center to Resolve Issues


NICE, a provider of speech analytics, recently released results of a Consumer Channel Preference Survey.   The findings show that about 50% of respondents turn to live agents in a contact center to resolve issues.

According to the report, “Almost half of the respondents noted that if they are unable to accomplish a task on a company website, they will then turn to the contact center to resolve their issue. This is often due to the fact that respondents find complex tasks difficult to complete via the web self-service channel. As self-service channels are more often used for easier tasks, the contact center continues to evolve to “Tier 2″ status, for taking care of escalated service requests.”

With more social and digital channels popping up every day, this is a good reminder to companies that although live chat, email, and social media can facilitate conversations with customers, developing a top notch customer service contact center, with well-trained agents, is still the most valuable channel for their customers’ satisfaction levels.

Understanding the day-to-day activities of frontline employees is a critical component of effective agent and customer service training activities.

With a speech analytics solution, like CallFinder contact center monitoring software, your business has immediate access to real-time data to help you:

  • Improve the productivity of employees
  • Identify additional up-sell and cross-sell opportunities based on trends within customer conversations
  • Shorten average handling time of calls, which will reduce costs
  • Improve agents’ phone sales training to solve customer issues quicker and with more accuracy
  • Achieve a higher overall quality of transactions, thus improving customer satisfaction

Knowing which employees need further professional sales training and training on call handling procedures will help your business reduce call times, improve customer satisfaction levels, incent repeat purchases and increase revenues — all things that positively affect your bottom line.

To learn other ways CallFinder speech analytics software will help your business improve overall call monitoring, agent performance and training goals, please call a CallFinder Specialist at 1-800-639-1700 and schedule an online demonstration of our call quality monitoring solutions.

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