Customer Service Needs Improved IT Support

By Dennis McCafferty  |  Posted 09-17-2013 Email

Customer-service systems have reached a state of disarray as CIOs and other tech leaders admit that they're doing very little to monitor and improve these contact centers, according to a recent survey from Empirix. Few companies are investing in the tech needed to proactively identify problems as the vast majority are essentially waiting to hear customers complain before taking action. In fact, they're not even addressing problems related to poor voice quality, forcing service reps to repeat themselves incessantly while sending fed-up customers straight to the competition. As for ways to remedy this situation, Empirix suggests that CIOs make sure that these centers are prepared to ramp up for real-world traffic volumes, with their departments conducting systemwide testing and validation. This includes the checking of voice and video quality from the customer to the agent and back again. Ultimately, it's all about assessing your center's performance as it is truly perceived from a customer's perspective, as opposed to what you'd like to think it is. More than 1,000 global tech professionals participated in the research, which was supplemented by additional findings from Forrester, the Customer Experience Foundation and other organizations. For an infographic about the survey, click here

Dennis McCafferty is a freelance writer for Baseline Magazine.


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