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5 Ways to Build a Customer Support Team of the Future

Source | summatti-com.cdn.ampproject.org | Rachel

The world and all of its industries have adapted to the technological changes and new era of information data. Well except for one – the customer service industry. They are lagging behind because they are reluctant to make a major change in their operations and feel complacent.

1. Use the Power of your Data

The way customer service organizations collect data now is mainly through surveys. As you can imagine, not the most effective way. It was found that only 2% of customers actually respond to surveys. And if they do it is overwhelmingly likely that they were either extremely happy or angry at the service provided. So not only do surveys not deliver you many responses, but the responses you receive are most likely very biased.

Manual methods simply can’t compare to new technologies that can track 100% of conversations across all channels of communication at the same time and deliver you the breakdown.

2. Automate QA processes

In almost every customer service organization there are crucial positions called QA specialists (Quality Assurance). Their main priority is to maintain the quality of customer service provided by agents for every customer interaction. The way they do this right now is by manually reviewing calls they usually randomly select because they know they can’t cover all of them. This results in only 2-5% of calls being monitored which paints a hazy picture at best of support/agent performance.

Technology solutions such as Summatti can automate a large part of their process. As seen in the graphic, Summatti for example can fully automate the measure, score, analyze, and feedback stages. This means that the QA specialist can focus a majority of their time on improving and working with the data to find solutions, rather than collecting it.

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Source
summatti-com.cdn.ampproject.org
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