Customer Experience Strategies
Does your contact center increase productivity while reducing or increasing costs?
Web self-service and voice self-service are crucial to reducing costs and increasing productivity. As crucial components of your contact center technology, they certainly do the heavy lifting and substantially reduce costs in your contact center. But there is additional productivity and even more reduced cost to be found.
Contact Centers That Make It Easier And More Efficient
"In addition to the reduction in emails, we're delighted we've cut our average resolution time. RightNow's system makes our work so much easier and more efficient and we plan to roll it out across our entire dealer network. Moreover, it is instrumental in delivering the level of service our customers expect and deserve." Colin Bartlett, General Manager, Service, Pioneer GB Limited
When a customer reaches an agent, what is the average time it takes to resolve the issue? Chances are, there’s a lot of information about customers that your agents can use when trying to resolve an issue. If they don’t have access to it, it can’t help them, but you don’t want them to be bogged down in it either—it’s not efficient. With RightNow hosted contact center technology, your agents have access to all customer information, but are only presented with the information needed to solve the issue at hand. Plus, they’re guided through scripts that lead them to quick solutions. These call center technologies are delivered through contextual workspaces.
"RightNow has been a great partner for us as we continue to improve the quality of the service we provide. The efficiencies we've achieved with RightNow's help have been particularly critical in enabling us to cope with the onslaught of questions we get during our peak season. It's a great company to work with, and the results speak for themselves." Ro Silva, customer service manager, State of Colorado Department of Revenue
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