Your hiring strategy for your customer service team could be all wrong!
Sree Vijaykumar
Sree Vijaykumar
From the Editor's Desk
Across industries, fully 81% of all customers attempt to take care of matters themselves before reaching out to a live representative. Self-service offers companies a tantalizing opportunity to reduce spending, often drastically. The cost of a do-it-yourself transaction is measured in pennies, while the average cost of a live service interaction (phone, e-mail, or webchat) is more than $7 for a B2C company and more than $13 for a B2B company. Corporate investment in self-service technologies has been enormously effective at removing low-complexity issues from the live service queue, and most companies report a steady reduction in such contacts over the past few years. All this creates a new challenge: As customers handle more of the simple issues themselves, frontline service reps get increasingly tough ones - the issues customers can't solve on their own. And today's reps are struggling with these complex problems. More here

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