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Achieving Customer Service Excellence Across All Channels

TMCnews Featured Article

October 29, 2012

Achieving Customer Service Excellence Across All Channels

By Tracey E. Schelmetic, TMCnet Contributor

If you run or manage a call center, chances are, you have one overriding goal: excellent customer service. It’s the reason call centers exist. It’s easier said than done, however, the bar is always being reset and expectations and technologies are continually being raised. It’s not enough to get it right this year and expect that it will still work next year. In other words, excellence in the contact center is a process, not necessarily just a goal. 


Part of the process is to ensure that the customer experience remains consistent across all possible channels: not an easy prospect, since the array of channels through which customers may contact you are always on the rise. Many companies are achieving their excellence goals in the contact center by implementing today’s technologically advanced customer experience management platforms that help them deliver better, more efficient and personalized customer experiences—in the contact center, in social media and on the company Web site.


An upcoming Webinar event by call center solutions provider KANA will address the key challenges of attaining customer service excellence as well as the practical, technical and innovative considerations. 


On Wednesday, October 31, 2012 at 10:00 PM EST (Thursday, November 1 at 1:00 pm Australia EDST), experts Fiona Keough, CEO of Australia’s ATA and Kelly Koelliker, Manager of Product Marketing at KANA, will present a live, one-hour Webinar that will address best practices in developing a successful customer service strategy and help attendees understand how to achieve quick wins that can enhance both the experiences of customers and agents.


The presenters will use a case study of Scottish Power to illustrate best practices, including how that utility was able to reduce training time by up to 40 percent, lower customer abandon rate by 50 percent, decrease average handle time (AHT) by 33 percent and decrease cost per customer by 80 percent.


For more information or to register, click here. 

Edited by Allison Boccamazzo

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