When customers need their complex support issues addressed and can’t find the answer on their own, they turn to live support. Are your agents ready to answer calls efficiently and effectively, with the right knowledge and information at hand? Are their answers and solutions for customers consistent from call to call? Have they been empowered to solve customer problems, or are they just doing “catch and dispatch” support?
Here are five ways to increase CSAT and boost agent productivity in 2015:
- Build your best practices into every support interaction, empowering your agents with the right knowledge to resolve more issues on first contact.
- Provide your agents with simple-to-use tools that capture valuable step-by-step information about what happens on the call.
- Reduce customer wait/hold time through optimization of all of your self-service, callback, chat and social channels.
- Enable agents to access to pertinent customer information (e.g., purchase history) when customers contact you.
- Gather and act upon customer feedback, using both customer satisfaction data and detail on the interactions and exact steps that resolved their issues.