[{"@context":"https:\/\/schema.org\/","@type":"BlogPosting","@id":"https:\/\/www.the-future-of-commerce.com\/2022\/03\/30\/customer-service-collaboration-teamwork-makes-the-dream-work\/#BlogPosting","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2022\/03\/30\/customer-service-collaboration-teamwork-makes-the-dream-work\/","headline":"Customer service collaboration: Teamwork makes the dream work","name":"Customer service collaboration: Teamwork makes the dream work","description":"With the shift to remote contact centers, companies are taking steps to help customer service agents collaborate. The results are amazing.","datePublished":"2022-03-30","dateModified":"2022-05-25","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/isabel-mora\/#Person","name":"Isabel Mora","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/isabel-mora\/","image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/a7151a4af808888a0e73d76a00a90f90?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/a7151a4af808888a0e73d76a00a90f90?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"The Future of Customer Engagement and Experience","logo":{"@type":"ImageObject","@id":"http:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2020\/03\/logo-fcee-schema-app.png","url":"http:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2020\/03\/logo-fcee-schema-app.png","width":278,"height":60}},"image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2022\/03\/FCEE_Customer_Service_Mistakes_to_Avoid_1200x375-002.jpg","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2022\/03\/FCEE_Customer_Service_Mistakes_to_Avoid_1200x375-002.jpg","height":375,"width":1200},"url":"https:\/\/www.the-future-of-commerce.com\/2022\/03\/30\/customer-service-collaboration-teamwork-makes-the-dream-work\/","about":["Customer Service","Customer Service","Service","Service"],"wordCount":704,"keywords":["Call Center","Collaboration","Customer Service"],"articleBody":"The days where contact centers were mainly confined to four room walls with customer service agents working in cubicles, side by side and in rows, may soon be gone. Gartner predicts that by 2024, 30% of organizations will have moved their contact centers\u2019 operations off-premises, with a 60% jump in all agents working from home.Remote contact centers are more than just a pandemic-era trend; they’re here to stay. How can organizations make sure their customer service teams remain motivated and effective in this digital environment?As it turns out, teamwork produces stellar customer service. Here’s why customer service collaboration is becoming a priority for many companies.      Customer service trends 2022: Service becomes savior                Customer service trends in 2022: More companies will make service a priority to drive growth, customer loyalty, and C-suite strategies.      All together now: Customer service collaborationWherever there’s a challenge, there’s also an opportunity. With more and more customer service agents working remotely, organizations have been forced to find new ways to enable effective online communication and collaboration across teams.At the same time, this has allowed companies to experience the real value of teamwork. By fostering collaborative customer service, they’re realizing a number of benefits, including:Increased agent productivityHigher agent motivationLower agent attrition rateReduced time to resolutionIncreased customer satisfaction and lifetime value      Brands with the best customer service 2022: No more status quo                The brands with the best customer service in 2022 have not ranked before. Discover the brands that have risen and fallen in rank since 2019.      Better together: Collaboration streamlines serviceWithin an organization, customer service agents have different sets of expertise, skills, experience, and knowledge. Each has their own talents. By working together, they can share their knowledge and combine their skills to solve customer issues faster.Resolution times can be boosted even more by bringing in experts from outside the customer service team, if needed. This is also known as “ticket swarming,” a team-based approach where you bring in the right experts to help resolve complex customer issues, instead of creating an escalation queue.New collaboration applications and tools help organizations connect their customer service management solution to these platforms.The result: Increased customer service efficiency since agents don’t need to toggle between applications \u2013 fewer clicks. For example, they can easily assign a ticket to a shared workspace, where teams can collaborate in real time via chat \u2013 or even meet or call.Collaboration tools are taking off as companies shift to a long-term hybrid work models, according to Gartner. A survey in August 2021 revealed a 44% rise in workers\u2019 use of collaboration tools since 2019, Gartner found.      What makes quality customer service? Happy service agents                Quality customer service starts with happy agents. Satisfied agents who are given the right tools provide service that boosts customer satisfaction and drives customer loyalty.      Knowledge is powerKnowledge management is another way to drive customer service collaboration. The knowledge base is a central repository of content that organizations can use to provide both agents and customers with timely access to contextual and relevant product information.With knowledge management, businesses can streamline content collection, and leverage insights from analytics tools to continuously improve the content in the knowledge base. Think FAQs, troubleshooting guides, and articles.Now imagine if you could empower your teams to contribute to that knowledge collaboratively, creating a rich content database that you could extend and scale across the organization.The knowledge base becomes a platform not only to access knowledge, but to share knowledge, leading to better service outcomes and more motivated agents.      Sales and service working together: Aligning for success                Sales and service working together can dramatically improve CX, customer loyalty, customer retention, and the bottom line.      The future of service is collaborativeWith customer service and contact centers going through a major transformation over the past two years, we might be already experiencing the future of customer service.Not only has customer service shifted to a digital-first model, but it’s playing an even more critical role within all organizations to protect the brand and build loyalty. By fostering collaboration, businesses can deliver the stellar service that outshines the competition and drives growth.  Learn how sales + service working together boosts the bottom line HERE!"},{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2022","item":"https:\/\/www.the-future-of-commerce.com\/2022\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"03","item":"https:\/\/www.the-future-of-commerce.com\/2022\/\/03\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"30","item":"https:\/\/www.the-future-of-commerce.com\/2022\/\/03\/\/30\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"Customer service collaboration: Teamwork makes the dream work","item":"https:\/\/www.the-future-of-commerce.com\/2022\/03\/30\/customer-service-collaboration-teamwork-makes-the-dream-work\/#breadcrumbitem"}]}]