Balancing high-quality support with managing a rapidly growing queue of requests is the struggle of every customer service team. An obvious way to achieve results good in both areas is to increase your headcount, but for many organizations, that option is not possible. Outside of that approach, something almost every team should assess that’s often far less costly than expanding your team, is making improvements to your customer service tools and processes. With strategic improvements to a few of your systems, you can increase the effectiveness of each of your existing agents and be ready to bring on new agents more quickly.
After working with everyone from small businesses to multinational corporations, these are the technologies we’ve seen drive the greatest results: