Solution: Contact center

How to implement measurable customer support goals

In recent years, federal and state government officials have made increased efforts to fund broadband accessibility for thousands of households across the United States. This expansion of broadband is only expected to continue in 2022. If one thing is for certain, 2022 is the year of broadband. As the need for broadband accessibility surges across the nation, so does the need for more advanced customer service. Before implementing your support strategy this year, there’s one question you should ask yourself first: has your team defined your customer support goals?

Prior to outlining your 2022 objectives, it’s critical that you take the time to assess your current support goals and determine if they are: smart, measurable, actionable, realistic and time-bound, otherwise known as SMART goals. Do your current goals meet a specific timeline? Are they reasonable to achieve? By benchmarking your objectives with this criteria, your customer service team is more likely to see advancements to your overall support, customer satisfaction rates and more.

As we know, goal-setting isn’t always easy though: that’s why our tech experts at Ozmo have created a customizable worksheet for you to outline and establish attainable and measurable customer support goals for 2022. Simply download the guide to start outlining your goals and next steps. Afterwards, take the time to assess your items to ensure they are SMART for the timeline you aim to implement them. Then, your team is ready to get started!

From industry trends including broadband market expansion, competitive customer service, self-serve experiences, remote workforces, virtualization in the contact center and more, this goal-setting worksheet provides your team with the workspace to make actionable steps towards achieving your goals.

With this rapid expansion in broadband, there’s no time to waste. Download the free goal-setting worksheet to help outline your team’s support goals and benchmarks for success today. 

The ultimate contact center key metrics glossary

When it comes to driving your support team towards success, it’s critical that your team understands how to identify and measure your contact center’s performance. The contact center key metrics glossary includes over 35 of the most frequently used metrics that will help your team analyze agent effectiveness, problem resolution, customer satisfaction and more along with the top key metrics your contact center should be tracking.

With customer churn rates that are over 20% in the telecom industry, it’s imperative that customer service teams understand the key metrics that impact their business the most today. This comprehensive glossary highlights the key metrics that will provide your team with all of the information they need to properly benchmark progress, outline success and enhance support goals within your business.

To learn more about each of the key metrics that your team should know more about to set up your team for success, download the available ultimate contact center key metrics glossary today.

About Ozmo’s contact center solution

While many customers turn first to digital channels to find the tech support answers they need, one thing is for certain: the contact center is not going anywhere. With Ozmo’s omnichannel support platform, your business will cut costs by removing expensive physical devices and directing simple inquiries to be solved in digital channels, allowing your agents to focus on solving the most complex issues with robust tools. Ozmo transforms your contact center into a primary driver of increased customer satisfaction and retention.

Ozmo’s unique contact center solution, Ozmo for Agents, helps solve complex tech support issues, providing the necessary tools for agents to address customer needs quickly and confidently. Our assisted support solution offers access to key features, including virtual devices and apps, for ease of use and customer satisfaction.

Learn more about Ozmo for Agents here. 

How to improve customer experience

Finding the right support platform is critical to the overall success of your company. At Ozmo, we specialize in providing accessible, unmatched technology support to thousands of contact center agents and millions of end customers each year. Our customers are equipped with best-in-class support tools to solve every customer interaction, regardless of how complex, everyday. If your team is looking to gain insight on how to improve customer experience, better assist your agents and increase brand loyalty, our team at Ozmo is here to help.

This customer benefits report highlights key metrics and benchmarks that will help your team understand how to effectively improve agent performance, customer satisfaction and more. Businesses today are looking to advance their customer service and ensure a strong return on investment with their support — and the Ozmo omnichannel support platform helps companies, including Verizon, TELUS and more, do just that. 

To learn more about how to improve your customer experience and advance customer engagement rates, download the available customer experience improvements guide today.

About Ozmo’s self-serve solution

Ozmo’s self-serve solution provides 24/7 access to consistent, accurate answers across all digital channels. Regardless of channel preference, Ozmo’s self-serve support solution caters to a wide range of devices, apps and services-specific needs.

With our robust API, tailored experiences are available at any customer support stage, from presale education to post-sale support and more. Ozmo self-serve support solution educates customers about new features and seamlessly onboards them to their new technology. Customers receive continued, extensive support assistance post-sale from initial setup to getting the most out of their tech.

To optimize technology over its lifecycle, customers have access to the latest and most up-to-date answers with Ozmo’s real-time updates for devices, operating systems, applications and more. And best of all, these self-serve tools can be integrated into a wide variety of channels and formats to meet customer preferences.

Learn more about Ozmo’s self-serve solution here.

Accelerate the shift to remote tech support

Since the COVID-19 pandemic, customer support centers across the globe have had to adapt to a new environment while learning how to tackle the challenges of providing consistent, excellent remote tech support. Relying on remote tools for solving technology issues can result in challenges for everyone involved in the service process, including the customers requesting help and the agents supporting them.

As many businesses today know, transitioning to a remote support work environment isn’t always easy; however, having an effective omnichannel support platform to guide all users — including support agents — can make a world of a difference. It is critical for customer support teams to provide consistent, exceptional service while keeping up with the pace of change as new devices and apps are introduced or software versions are released. That’s where Ozmo comes in.

To learn more about how to provide the most effective tech support to your remote agents and customers, download the available remote support whitepaper today.

About Ozmo’s contact center solution

While many customers turn first to digital channels to find the tech support answers they need, one thing is for certain: the contact center is not going anywhere. With Ozmo’s omnichannel support platform, your business will cut costs by removing expensive physical devices and directing simple inquiries to be solved in digital channels, allowing your agents to focus on solving the most complex issues with robust tools. Ozmo transforms your contact center into a primary driver of increased customer satisfaction and retention.

Ozmo’s unique contact center solution, Ozmo for Agents, helps solve complex tech support issues, providing the necessary tools for agents to address customer needs quickly and confidently. Our assisted support solution offers access to key features, including virtual devices and apps, for ease of use and customer satisfaction.

Learn more about Ozmo for Agents here. 

Measuring best-in-class support content

Customer support is more than just meeting your customers’ needs – it’s about exceeding their expectations and providing quality customer service every time. Best in class support starts with ensuring your agents and your customers have the most reliable and effective support content that they need to be successful. When choosing the right tech support platform for your business, one of the most critical and foundational elements is the quality of the support content itself. 

How do you measure the reliability and accuracy of a platform’s answers? How can you ensure that your customers are receiving the most up-to-date resolutions? Do you know where your support stacks up against your competitors?

In this best in class support guide, you’ll find the four main factors that contact centers should benchmark their strategy against to learn more about how to take their customer support to the next level. 

To learn more about how to provide state of the art tech support to your contact center agents and end customers, download the available best in class support guide today.

About Ozmo’s contact center solution

While many customers turn first to digital channels to find the tech support answers they need, one thing is for certain: the contact center is not going anywhere. With Ozmo’s omnichannel support platform, your business will cut costs by removing expensive physical devices and directing simple inquiries to be solved in digital channels, allowing your agents to focus on solving the most complex issues with robust tools. Ozmo transforms your contact center into a primary driver of increased customer satisfaction and retention.

Ozmo’s unique contact center solution, Ozmo for Agents, helps solve complex tech support issues, providing the necessary tools for agents to address customer needs quickly and confidently. Our assisted support solution offers access to key features, including virtual devices and apps, for ease of use and customer satisfaction.

Learn more about Ozmo for Agents here. 

A holistic support strategy for tech support

Customer preferences for support are shifting. Mobile consumers expect self-serve options for support to be readily available in convenient channels with consistent answers no matter where they turn. Answers that are not tailored to their unique device and operating system are useless; support must be personalized for a successful resolution. What businesses today really need is an optimal holistic support strategy for their tech support. 

Furthermore, customers no longer want to call into the contact center – ever, if they can help it. Instead, they desire visual, interactive solutions that offer them a frictionless experience, and even solve their problems for them when possible; that’s where an optimal holistic support strategy for tech support comes in.

As a result of these major shifts, we can no longer look at the world of support from the mobile operator’s point of view. We must consider consumer behavior and desires at every step.

Looking for the right holistic support strategy for tech support? 

To learn more about what the strategic approach to tech support is, download the available holistic support strategy for tech support today.

About Ozmo’s contact center solution

While many customers turn first to digital channels to find the tech support answers they need, one thing is for certain: the contact center is not going anywhere. With Ozmo’s omnichannel support platform, your business will cut costs by removing expensive physical devices and directing simple inquiries to be solved in digital channels, allowing your agents to focus on solving the most complex issues with robust tools. Ozmo transforms your contact center into a primary driver of increased customer satisfaction and retention.

Ozmo’s unique contact center solution, Ozmo for Agents, helps solve complex tech support issues, providing the necessary tools for agents to address customer needs quickly and confidently. Our assisted support solution offers access to key features, including virtual devices and apps, for ease of use and customer satisfaction.

Learn more about Ozmo for Agents here.