Solving the Customer Service Conundrum: A Technological Leap for Contact Centers.
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In an era where customer support is non-negotiable and performance is tracked throughout the support lifecycle, the stakes have never been higher for customer-facing firms. With research indicating that nearly all organizations (99%) recognize the direct impact of employee-customer interactions on brand perception (CallMiner), the spotlight is firmly on enhancing customer support, notably within contact centres, the heart of customer interaction.
The Challenge: Inefficiencies in customer support
Contact centers face a multitude of challenges in delivering efficient customer support. Suboptimal customer experiences are caused by agents juggling dozens of apps to resolve a single issue, excessive downtime during calls, and the substantial time spent searching for information. With statistics revealing that 60% of customers will hang up after 60 seconds on hold (Plum Voice), the need for a seamless, efficient customer support system is unmistakable.
The challenge: in numbers
- 6 Minutes: Average contact center handling time (Call Center Helper)
- 50%: Up to half a call is silent time (HERE)
- 60 Seconds: 60% of customers will hang up after 1 minute on hold (Plum Voice)
- 45%: Industry turnover averages between 30% and 45% (Replicant)
- 77%: Call center employees who are stressed out. (Cornell University)
- 99%: Of organisations acknowledge the direct impact of employee-customer interactions on brand perception (CallMiner)
The solution: HERE
HERE recognizes these challenges and is at the forefront of revolutionizing the agent experience through a flexible, productivity-focused Enterprise Browser. Our mission is to simplify and modernize organizational workflows, propelling firms towards customer service that meets customers' needs.
Better app utilization: Our solutions offer dynamic visual layout management and saved workspaces, streamlining the app navigation process.
Improved search: A unified, centralised Deep Search capability searches across apps, data, and knowledge centres significantly cuts down the time spent on information retrieval.
Seamless workflows: HERE's Enterprise Browser fosters interconnectedness among apps and data throughout an agent's user journey, promoting efficiency and reducing call handling time.
Action alerting: HERE Enterprise Browser helps institutions equip their agents with real-time centralized alerts, relevant customer content, and data, ensuring that they are always a step ahead in customer service responsiveness.
Employee satisfaction: With over a decade in pioneering advanced workspace technology, HERE continues to be the benchmark for intelligent workspaces that improve employee productivity and outcomes.
The outcome: transforming customer support
Implementing HERE solutions has led contact centers to tangible, impactful changes in the customer support domain:
- Reduced call times & silent time: Streamlined processes and efficient app management contribute to shorter and more productive calls.
- Lower drop rates & higher customer satisfaction: A responsive and efficient service model ensures that customer queries are addressed promptly, enhancing overall satisfaction.
- Happier employees and lower turnover: A user-friendly, stress-free work environment reduces employee turnover, fostering a more experienced, satisfied, and efficient workforce.
HERE stands as a future-proof and cost-effective solution that markedly reduces time-to-value, enabling business owners to make significant enhancements in both employee performance and customer satisfaction. In embracing HERE Enterprise Browser, organizations are redefining the paradigm of customer support, paving the way for a future where customer satisfaction and operational excellence are inextricably linked.