Customer Support Software Featured Articles

Software selected for the customer support environment often focuses on satisfaction for the individual on the other end of the line. When this is the only factor considered, however, you miss a key opportunity to improve the working environment for your agents. The key to overall success in each interaction is to support happiness on both ends of the line. This can start with the right customer support software.

According to a recent Call Centre Helper post, 74 percent of agents are not satisfied with the technology in place in the call center. Why this view? These agents don’t believe the technology put in place actually helps them to do their job better or more effectively. The post cited data from Jabra’s (News - Alert) “GenM 2013: One Year On” research.

The focus of Jabra’s study was to examine tools and productivity in the workplace. Researchers found that 41 percent of workers put high value on quality technology. These individuals would consider a job switch if they were forced to use inferior devices and tools. Jabra is hoping to use this knowledge to make a bigger dent in the market with its headsets.

“The contact center is still such an integral part of a brand’s sales and customer service strategy and it’s crying out for new, more innovative technology,” said Nigel Dunn, MD Jabra UK and Ireland Business Services, in the Call Centre Helper report. “We see the Jabra BIZ 2300 headset as our Trojan horse and believe that some of its USPs such as its air-shock microphone and best-in-class noise-cancelling technology will be something that appeals strongly to an industry that has been somewhat left behind in the innovation stakes.”

The headset is certainly an important piece in the bigger quality picture, but it isn’t the end-all when it comes to customer support software. Leaders in the industry examine all tools used in customer interactions and how they impact outcomes. For instance, the software solution that requires an agent to login too many times or doesn’t integrate well with apps already in use will only complicate the agent’s job.

At the end of the day, the ultimate goal is to drive customer satisfaction. To do so, the initiative has to be supported in everything you do. From motivating your agents to creating the ideal work environment to the right technology and robust customer support software, each one must be selected and implemented with the focus on the end goal. In doing so, you’ll drive the desired results.