Why Contact Centers Fail: Effective Email Management Can Make or Break Relationships

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Research shows that email management solutions for contact centers are needed now more than ever. Only 30% of email inquiries are answered in less than one hour. Other responses may take several days. The problem? Customers expect a response within a couple of hours for most inquiries, and even faster for time-sensitive issues.

Contact Centers

“The unstructured nature of email makes it difficult to route or automate based on keywords and rules,” explained Michael McBrien, Principal at Merlion, a contact center consultancy. “Today, when a customer calls in and refers to an email previously sent, the agent is usually ‘left hanging’ without access to the email exchange. Contact centers need an integrated solution for managing text-based information—one that can automatically categorize data and give agents a full view of the information they need to resolve an inquiry. With its Artificial Intelligence (AI)-based solutions, Kodak Alaris is in an ideal position to help contact centers operate more efficiently and deliver outstanding customer service.”

Kodak Alaris showcases its practical approach to multi-channel responsiveness at the Enterprise Connect conference in Orlando March 16-18. McBrien will lead an interactive session called, “Don’t Leave Customers Waiting: How to Improve Responsiveness in a Multi-Channel World.” At Enterprise Connect, Kodak Alaris features the KODAK Info Insight Platform (www.kodakalaris.com/go/contactcenternews). Info Insight understands customer requests from any communication channel and provides agents with a 360-degree view of customer interactions.

Succeeding in a multi-channel world, where customers communicate by phone, email, Facebook, Twitter and text is difficult but critical. Companies that fail to meet client expectations risk losing customers and diluting the value of their brands. Incoming email presents one of the most significant challenges for contact centers, especially as text-based customer service questions are growing ten times faster than voice-based inquiries. The white paper “Harness the Flood of Email for Exceptional Customer Service” explores the sobering facts and the resulting opportunities.

The good news for contact centers is that text-based communications can be efficiently handled using email management solutions. Email can be routed to the most effective agent based on individual skill sets. And by fully understanding the request, even less experienced agents can answer inquiries correctly when offered pre-populated suggestions.

The benefits of adopting an integrated email management solution are clear. Many contact centers around the world, including several globally recognized brands, have slashed costs and improved customer satisfaction using the Info Insight technology.

  • A health insurance carrier has reduced the Average Handle Time (AHT) of inquiries from ten minutes to 62 seconds for all correspondence types.
  • An online car insurance provider is processing 40% of its emails without manual intervention, and automatically resolves 1 in 4 customer inquiries with suggested responses.
  • A German auto dealer handles 850 combinations of customer inquiry topics and automatically routes questions to the appropriate agent.

Info Insight enables contact centers to understand, classify and route text based communications to the right decision maker. This improves First Contact Resolution (FCR) rates and offers cost-effective, superior customer service.

“Response times for email dramatically impact customer experience and can make or break relationships,” said McBrien, whose session at Enterprise Connect begins at 1:30 p.m., EDT on Tuesday March 17. “The Info Insight Platform is ideal for contact center managers who are struggling to cope with the surge of text-based communications using traditional email systems. I’m looking forward to an interactive discussion about the technologies that can help streamline communications and improve responsiveness to customers.”

About Kodak Alaris’ Contact Center Solutions

Dozens of contact centers, including many globally recognized brands, have improved response times, increased customer loyalty and reduced cost using the Info Insight technology platform. Our intelligent solutions help remove manual processes and handle customer inquiries up to 90% faster. Our artificial intelligence powered solutions understand and process high volumes of unstructured communications from multiple sources: email, text, chat, social media and beyond. Contact center agents obtain a 360-degree view of customer interactions and related information needed to provide fast and complete responses. This keeps agents motivated, reduces attrition rates and ensures superior customer service. To learn more, please visit www.kodakalaris.com/go/contactcenternews.

About Kodak Alaris’ Information Management Division

Kodak Alaris is a new company driven by the simple belief that “we can always find a better way.” Our Information Management division helps organizations capture and manage information from digital and paper sources, extract valuable insight from its contents, and deliver the right information to the right place at the right time to achieve better business outcomes. Our portfolio includes award-winning document scanners, capture and information management software, and industry-leading service and support. Kodak Alaris has shipped more than one million scanners and placed tens of thousands of software licenses worldwide. From small offices to large-scale organizations, Kodak Alaris helps customers find better ways to automate processes, improve customer interactions, and make smarter business decisions.

The Kodak trademark and trade dress are used under license from Eastman Kodak Company. For more information, please visit kodakalaris.com/go/dinews. Follow us on Twitter at twitter.com/kodakdi and twitter.com/KodakDI_EAMER and visit our blogs at www.infooverdrive.com and informationdynamix.com.

The US Contact Center Decision Makers‘ Guide 2014, Contact Babel, 2014


Media Contacts

Jonathan Ghent
Public Relations Director
Information Management Division, Kodak Alaris
(585) 722-4671

Keith Hevenor
Eric Mower + Associates
(315) 413-4225