Second, context supports customer service reps’ main job — issue resolution — enablingA common measure of job performance for customer service and support reps is first contact resolution . As before, we found that individual characteristics — experience, education level — were insignificant. Instead, capabilities that provide context drive strong performance.
Reps whose technology provides them with high levels of context are anywhere from 30% to 80% more likely to agree that their systems help with FCR. This has massive cost savings implications. According to Gartner benchmarks, the median cost of a phone call or chat message to customer service is just shy of $11. That’s a significant chunk of change for a busy contact center.
Today, organizations are faced with a rapidly revolving door of customer-facing talent and limited supply. But by equipping employees with context and guidance, organizations can broaden their talent pool. They can switch their recruiting focus away from experience, and more towards the communication and relationship-building skills required to deliver a good customer experience.
Leaders can also use that newly freed-up space in the job description to provide realistic job previews to candidates and proactively address their attrition issues by ensuring candidates fully understand the job duties and employee experience.It’s important to not overlook the possibility that technology intended to help employees can actually worsen attrition when not done with care.
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