Can UC Really Improve Your Customer Service?
Author: Gary Barnett, CTO, AspectWe’ve been talking with customers about unified communications (UC) for quite some time. We’re finding that many people understand how deploying UC across the enterprise can increase employee collaboration and productivity, and significantly lower costs, such as those associated with conferencing and telephone usage. We’re also finding, however, that a lot of people are still unclear about where the contact center fits in. So, I thought I’d take some time to share with you a real-world example of how Aspect has implemented UC across our own global contact center environment with multiple locations and languages.
You may already know that earlier this year, Aspect completed a company-wide deployment of Microsoft’s UC solution, Office Communications Server (OCS) 2007 R2. We immediately began to see the benefits from this new technology. But, being in the contact center business, we really felt like we needed to take the capabilities one step further and use it to radically improve the service we were providing to our customers. So, we implemented Seamless Customer Service, a unified communications application for the contact center, and transform the way our Aspect® Technical Services team was communicating with our customers.
Now, thanks to Seamless Customer Service and its Ask an Expert feature, our support personnel has access to UC capabilities such as presence detection, instant messaging (IM) and conference calling, which gives them instant visibility to worldwide contact center resources and those in the enterprise who are available to assist with customer inquiries. Ask the Expert enables the support engineer to quickly and easily use presence identification and skill criteria to find an available expert and rapidly address customer questions that may not be available in the knowledge base. They can call anyone in the enterprise by pointing and clicking (no need to use valuable seconds looking up phone numbers and dialing the phone), and even route a customer interaction directly to that expert if necessary. This eliminates the wait time to request assistance and effectively expands the pool of available resources for the Aspect support center.
We immediately began seeing measurable improvements in key customer experience metrics after implementing Seamless Customer Service and OCS in our contact centers. In the last year, call hold times have been reduced by 76 percent from an average of 2.5 minutes per call to just 44 seconds per call. Our overall first day resolution rate has increased by seven percent and the time to reach a support technician with the correct skill set has improved by eight percent.
Thanks to Seamless Customer Service, we’ve improved our call routing through our worldwide resource pool to the most appropriate available resource based on factors such as product, language, region and issue severity. Clearly, the right UC capabilities can mean measurable improvements in customer satisfaction for any global contact center environment.
Are you ready to fit your contact center into your UC strategy?
Author: admin
Catergories: Contact Center Technology, Customer Service/Consumer Demands, Unified Communications
(1 votes, average: 4.00 out of 5)
Loading ...
