Hide Notes 

Slide 1: Customer Service Software Solutions Transforming Contact Centers Customer service representatives are the first line of contact for your business. They are there to solve any kind of problems related to your product or service. Due to global competition and product competition, businesses are looking at customer service as the true differentiator. Providing a good customer service can be tough at times as product lifecycle and outsourcing make it difficult to keep the agents up-to-date on best-practice interaction and service fulfillment processes, service compliance, contextual sales, and product knowledge. Most organizations are outsourcing their contact centers to third party vendors. The basic advantage of outsourcing their customer service is that companies can focus on their core competency and move their non-core business processes to outsource providers allowing for optimal use of a company’s time and resources. The list of functions being outsourced has expanded from traditional call centers to include back-office functions such as purchasing and disbursement, order entry, billing and collection, human resources administration, cash and investment management, tax compliance, internal audit, and pay roll. In a recent Aberdeen Group survey of top executives, 83% of the participants said that their contact center is critical or important to their enterprise. However, senior management also expects call centers to transform themselves from being cost centers to profit centers. Too often agents spend the bulk of their time "alt-tabbing" through outdated tools and searching rigid Intranets for information while customers wait. These challenges, among others, can be addressed through an adaptive agent desktop. Agent desktop enables accuracy across agents and service channels and can up your first-time resolution rate to 95%. For long term association with your clients, organization need to provide customers service that is accurate, fast and consistent. Accuracy is important as right solution to the problem encourages customers to continue doing business with the organization. Fast response is the key, as agent has answer and solution at the click of the mouse; they are not struggling to find the right answer. Consistency is vital as customers can get the same solution or answer across channel, whether it is Phone, email response, customer service chat, Web self service, in-store kiosks, IVR, SMS, or in-store visits or agent interaction. These business tools provide a comprehensive process that facilitates high visibility and has the capability to keep the documents updated so that consistency is maintained resulting in improved customer service experience. Thus customer service solutions help organization manage customer interactions across verticals and can cost-effectively improve both the quality and efficiency of every customer interaction.