Customer calls are important to any business. The phone still rules when it comes to complex customer service questions and problems. In fact, 46% of customers prefer to get support on complicated issues via phone.
At the same time, contact centers often play to metrics that emphasize getting customers off the phone as quickly as possible, such as Average Handle Time (AHT). While 78% of customer service professionals are tracking at least one key performance metric, if that metric is all about shortening calls, maybe it’s the wrong one.
Why should you lengthen customer calls?
Wondering if that’s actually the case? This article by Tom Martin, CEO of Glance Networks, provides three reasons both your business and your customers can benefit from longer calls.
Read the full article on Customer Think: 3 Reasons You Need to Lengthen Your Customer Calls.
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About Glance Networks
Glance helps enterprise organizations create the ultimate customer experience with smart, omni-channel visual engagement solutions based around integrated cobrowse, screen share, and one-way agent video. We are one of the world’s simplest, most reliable and secure platforms that enable companies to see, show and share anything online, creating a frictionless path to great experiences in sales, support and customer service. The result is improved customer satisfaction and loyalty, increased revenue growth and operational savings. From financial services and healthcare to retail and travel and leisure, even the most advanced technology and SaaS organizations – we transform the customer experience for today’s business. Learn More »