In this series of 4 blogs about Virtual Customer Service, I will reveal a use cases for considering Virtual Customer Service. In the introduction you can read about the rationale behind Virtual Customer Service.
Today’s use case: Include experts at branch locations
Contact centers invest a lot of time and money in training on products and services to ensure that ‘first contact resolution’ is at the right level. When the right balance is found it means customers are happy, the operation is efficient, and the required training investment is acceptable.
But first contact resolution will never reach 100% as it’s simply too expensive and in those situations where an agent cannot solve the customers’ problem, having an expert available immediately can still drive a positive customer experience and reduce customer effort.
With relatively simple functionality, experts or ‘knowledge workers’ ca... read more >