Shifting customer service into high gear

When a customer contacts customer service, whatever channel they use or problem they have, they want fast answers. Most expect “now” service within 5 minutes of making contact online and say that valuing their time is the most important thing a company can do to provide good customer service.

Companies struggle to balance providing rapid answers with the need to ensure their customer service agents are as productive as possible. While agents are at work, it is critical to maximize their time and skill sets, so they can deliver optimal service to as many customers as possible, as fast as possible. Sounds easy, right?

Not so fast. Great customer service means arming agents with the right technology and ensuring they have access to the right information to help them help your customers…as quickly as possible.

So how do you make your agents faster and more efficient? Let’s take a look at three opportunities to help increase the speed and efficiency of your customer service operations.

Improve the equipment

First, take a hard look at the technology that agents use on a day to day basis. It starts with some basics. How many systems or screens is an agent required to use? If they have to refer to &gt1 system or multiple screens to get to the information they need to solve a typical customer issue at hand, this is not good. Especially when customers expect the agent to be equipped with complete information, including their contact and product data to service information and history.

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