Complex procedures are damaging customer service, says report

A new report from Ventana Research has revealed that customer service is being adversely affected by complex operating systems. A unified service desktop can dramatically improve the customer experience by reducing call times by as much as 50 per cent, the company found.

 

The report, Enhancing the customer experience within a contact centre environment – which was commissioned by Jacada – found that 98 per cent of agents must trawl through multiple screens in order to deal with even the simplest enquiries, with 44 per cent using three or more systems to handle just one call.

 

“For almost every company, contact centres are the most important aspect of determing the customer experience,” commented David Holmes, executive vice president of global marketing for Jacada. “One bad experience with a call centre and that customer could be put off for life. Yet this research shows that many customers aren’t receiving the levels of service they should. A smarter desktop, however, means agents can spend more time listening to their callers, instead of focusing on the many screens of their computer system. Customers will be impressed that their issue is being resolved quickly, and agents will be happier knowing they will only need one application to do their job.” More…