Clicktools for Call Center Success
We just spent a great week at The Future Call Center Summit in Orlando, Florida, speaking to customer care professionals about their current obstacles and opportunities.
Surely, the world of customer care is rapidly changing. In fact, the future is here as we embrace cloud and mobile technologies, as well as integrate social media communications into our customer service environments. Another key take-away was the push toward automating how customers provide feedback.
Consider these recent stats regarding today’s top priorities for customer care pros:
- 45% Improving the customer experience
- 25% Improving agent productivity and utilization
- 12% Decreasing operational (customer care) costs
This shift toward improved customer experience is not just a good thing for customers; it also makes business sense (i.e. by directly impacting your bottom line). Check out this paper on the ROI of customer experience.
We were energized as we spoke to show attendees about how Clicktools can make this brave new world easier to navigate. Our current customers know the ongoing value and ROI of creating customer care surveys, support case forms, and call scripts that integrate directly with CRM. Many of these interactions can be automated, of course, so their agents can focus on improving customer experience where it matters – in one-to-one conversations.
Throughout 2014, we plan to focus a good deal of energy and resources on Clicktools for Call Center Success. This is a proven area of strength for us and we’ll share more info as the year progresses.
As always, please let us know if we can help you!