Want to improve customer satisfaction with your service? The first thing to do is to look at your routing strategies.
According to research by Convergys, the top three reasons people are unhappy with customer service are:
Having to make multiple attempts to resolve a problem
Resolutions that take too long
Having to repeat themselves
You can significantly reduce all of these problems through the smart application of contact center routing strategies. Connecting people with the right person the first time accelerates resolutions and makes for happier customers.
The problem: Variable demand, finite resources
The trick to providing good customer service is lining up your resources with customer needs to deliver a consistent customer experience.
At first glance, consistency seems to be mathematically impossible:
On the one hand, you have fixed resources: a fixed number of agents, limited skill sets, and a limited ... read more >