Customer Experience Strategies
Does your contact center allow you to train and ramp-up agents quickly or not?
High agent turnover and seasonal spikes in business can wreak havoc on contact center customer service and your budget. If it takes too long for agents to get up-to-speed on processes and best practices, you’ll end up spending countless resources on training, and the customer experience you provide will undoubtedly suffer. With RightNow contact center software solutions, the newest of agents can perform at the level of your most skilled—and the experience you offer will be consistent.
“Consumer demands have really escalated. In the past, companies could respond to an email in a few days, today consumers want answers immediately. Because RightNow tailors content and functionality on each agent's desktop to address the specific issue at hand, service representatives can very quickly, and accurately, respond to incoming requests. drugstore.com has seen a 15 percent decline in their agent handling times and a steady increase in customer satisfaction.” Ron Kelley, VP Customer Service, drugstore.com
RightNow’s highly dynamic on demand agent desktop combines the tools, information, and processes that help customer contact centers ramp up their agents quickly and continue to deliver great customer experiences during seasonal spikes, agent turnover, and other staffing issues.
Related Information
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Flash Demo: RightNow Contact Center Flash Demo
View this contact center flash demo to learn how our on demand contact center solution provides powerful capabilities to help you engage proactively and efficiently with your customers.
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Video: Overstock.com Video: training and ramping-up agents quickly
Overstock.com explains how they create one unified agent desktop with the RightNow contact center solutions.
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Webcast On Demand: Contact Center ’09 – Not Just Surviving but Thriving in a Down Economy
Would you like to learn how to prep your contact center to not only survive but thrive in 2009? Hear from Donna Fluss the key CRM strategies that will help you deliver.
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Webcast On Demand: Drugstore.com Finds The Cure for the Common Call Center
How does an internet retailer beat the established competition in this economy? drugstore.com offers more selection and better, more convenient service. They found The Cure for the Common Call Center.
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Article: Is your contact center helping or hurting your customer experience?
Five reasons for why the contact center, and the agents that work the frontline, need to perform like well-oiled machines.
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