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Better customer experience

Great customer service is about effectiveness, not efficiency. Take every opportunity to provide a more seamless customer experience.

40 percent of customers today contact customer service after they have looked for answers to their question via self-service. That means the customers your customer service representatives (CSRs) are serving are smarter, better informed—and far more likely to be escalating a situation—than ever before.

To evolve your customer service center to better help these customers, make improvements in three key areas:

Your people

  • CSRs are the voice of your brand. Make sure they’re being heard loud and clear.
  • Empower your agents to resolve customer problems fully and quickly.
  • Avoid repetition and conversations that last longer than necessary by providing them with high-performance audio technology.

Your places

  • Consider integrating and distributing CSRs throughout your company to facilitate collaboration.
  • Offer flexible workspaces, including home working.
  • Provide CSRs with separate places to communicate, collaborate, concentrate, and contemplate.

Your processes

  • Wherever possible, automate processes, reduce complexity, and increase effectiveness.
  • Minimize the risk of customer frustration by mitigating process failures.
  • Integrate communications between the front and back office.

By providing CSRs with superior noise-canceling technology, all-day wearing comfort, and stylish designs, your CSRs will be more engaged and responsive to customers’ needs.

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