To retain customers and be competitive, contact centres need to overcome obstacles to providing excellent standards of customer service. This has to be high on the agenda for any business, particularly now, as unhappy customers have so many channels on which to air their complaints about a company – and competitors to turn to.
The challenge in the current harsh economic environment is to improve customer service while at the same time delivering efficiency savings and reducing costs. Empowering call handling agents with the relevant information needed to respond quickly and accurately to customer problems is essential. This then avoids the all-too-often painful scenario where the agent does not have the information required to help – resulting in wasted time, call escalations, call backs and ultimately frustrated and unhappy customers.
Rostrvm Solutions, which designs, develops and supports the rostrvm suite of applications that make contact centres and back office operations work effectively, has teamed up with Knowledge Powered Solutions Ltd (KPS) to provide an answer to this problem.