Welcome to Working Solutions. We offer independent contractor, work-at-home opportunities for folks located in either the United States or Canada.
We do not accept applicants located outside of the United States and Canada.
Self-service options are standard in today’s contact center environment. It’s typical to dial support and receive a phone tree or access support online and find FAQs, community forums and how-to manuals. In spite of the longevity of self-service options, there is still debate regarding the positive aspects of this type of service. Companies poke fun at self-service via commercials; e.g., Ally Bank® and Discover®, and it’s easy to find opinions against this option. However, there is a positive to self-service beyond the cost savings for the contact center. Truth is, many customers prefer this option.
Customers’ opinions of self-service can be aligned with their generation. Those used to telephoning and speaking to an agent, a/k/a Baby Boomers and older, are certainly less likely to accept phone trees and online options. However, the younger generations having grown up with technology find it faster and easier to utilize self-service. There are many customers that prefer the ease and convenience of self-service options, wishing only to communicate with an agent for difficult or more complicated transactions.
An obvious factor to self-service approval is the mindset of the customer. This speaks to the target for your product or service and how you best serve them. However, it also brings forth points that require addressing within the contact center. After all, the customer’s experience will be based on their preconceived notion of what they expected – and how you fulfilled those expectations. There are several ways to ensure that self-service and good customer experience are synonymous, including:
Self-service is valuable to customers when they can access good information quickly and easily. To create a solid self-service plan requires strategic thought and execution, rather than allowing it to develop organically. A well thought-out self-service plan will enhance a contact center strategy, giving agents’ opportunities to grow and improving customer experiences.