Call Center Certification Looks to Co-Browsing Capabilities
June 27, 2012
By Susan J. Campbell
, TMCnet Contributing Editor
The call center agent is responsible for delivering a quality experience for each customer they come in contact with throughout the course of the day. When technology enters the mix, however, the agent and/or the customer can become frustrated when communication falters. Even when call center certification is completed to ensure an optimal experience, both parties arriving at the same destination can still be a challenge.
This challenge was the focus of a recent BenchmarkPortal (News - Alert) webinar. The call center certification company offered expert insight into co-browsing, an element that can improve the support of the call center team, while also creating the optimal experience for the customer. When the two individuals can “do it together” they are more apt to reach the desired end result.
Such a focus on personalized support for the customer is a true win for the company as well. Loyalty is likely to solidify as the customer not only receives the desired result, he or she also leaves the interaction with the impression that the agent is well versed on the company’s products, services and other elements.
To assist the call center certification company in the demonstration of the power of co-browsing, BenchmarkPortal partnered with LiveLOOK. The company’s solution to enable co-browsing introduces a new element to customer care in the contact center.
This innovative solution enables the agent to take control of the customer’s computer and browse along with them. When both the agent and the customer have their eyes on the same screen, resolution is achieved quickly – leaving both parties satisfied.
LiveLOOK’s solution offers significant relevance when technology is involved in the interaction. During such an interaction, certain pain points exist. Customers are frustrated with the technology, they are in a hurry to finish whatever they are doing (as well as the call for help) and they want to be treated with respect.
Co-browsing allows the agent to address all three pain points, eliminating the frustration commonly associated with tech-based calls with no resolution. It also allows them to take the customer by the hand, and minimize the amount of time invested in reaching their objective.
This screen-sharing technology is universally compatible, can be instantly launched while engaged in conversation, offering industry-leading security options so as not to put the customer or the contact center at risk, and is also integration-friendly, ensuring it will work in a variety of different environments.
Call center certification focuses on learning specific elements that ensure the organization not only runs efficiently, but also that customer care solutions are optimized in delivery. The co-browsing solution takes this one step further, enabling the provider to leverage a clear competitive advantage in an intense marketplace.
To learn more on LiveLOOK’s co-browsing, download the webinar with the link provided above.
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Edited by Stefanie Mosca