TMCnet News
Industry Research from inContact Offers Valuable Customer Service Workplace InsightsSALT LAKE CITY, Sept. 28, 2016 /PRNewswire/ -- inContact, Inc. (NASDAQ: SAAS), the leading provider of cloud contact center software and agent optimization tools, today announced the findings from a July 2016 survey of customer service representatives (CSRs). The study, conducted online by Qualtrics on behalf of inContact, surveyed 500 customer service representatives in July 2016 and reveals that CSRs use phone-based support 86% of the time, despite the continual rise of non-voice channels. "Customer service has quickly become a key differentiator for companies fighting for the consumer's favor, and CSRs arearguably the most crucial part of a high-quality customer experience," noted Paul Jarman, CEO inContact. "The valuable insights gained through this research provides a better understanding of the work environment faced by most customer service representatives." Phone Support is Still King Nearly Half of CSRs Time is Technical Support "Customer service, and specifically contact centers, are an important part of almost any organization. At times, however, they are looked upon as a cost-center rather than a crucial and valued business asset," Jarman continued. "Through advancements of established technologies, and the introduction of new functionality and cloud capabilities, contact centers are evolving into valuable contributors to an enterprise's bottom line." The research shows phone support remains the most important service channel, but also highlights the importance of secondary channels including email, chat, social media and text messages. Equipping and training CSRs with the latest in contact center technology is crucial to providing customers the ability to connect with companies through their preferred interaction method. Visit the inContact Blog for insights and details on how to create and empower the next wave of "Super CSRs". Additional Information
About inContact Logo - http://photos.prnewswire.com/prnh/20120216/LA54560LOGO
To view the original version on PR Newswire, visit:http://www.prnewswire.com/news-releases/industry-research-from-incontact-offers-valuable-customer-service-workplace-insights-300335174.html SOURCE inContact, Inc. |