Your Customers Are More Connected
Your customers are now more connected then ever before. Increasingly, they expect your agents to engage with them across all communication channels, whether that’s over the phone, through social networks, on their mobile device, by email, or through a live chat session.
In a recent survey commissioned by Five9® and conducted by the International Customer Management Institute (ICMI), 86% of customers reported that they would be more satisfied if they were provided service through their preferred channel. More importantly, 47% of respondents said they’d move to a competitor who offered their preferred channel.
Meanwhile, most companies are struggling with how to use their contact centers to care for all of those customers, using all of those devices. Most businesses worry about having their agents drown in a sea of social posts and email inquiries, unable to act quickly on what’s truly actionable. They worry about how to filter, sort, classify, and route incoming emails and social posts to the right agent. They may also lack proper tooling for agent assistance. Lastly, most organizations find it challenging to monitor and measure performance across all of these new channels based on their standard performance metrics