The less time your customers have to wait while your agents gather information, the higher their satisfaction\u2014and the more likely they will keep coming back.\nIn fact, according to research by Bold360 and Ovum, 62% of customers say it takes five or more different interactions to resolve their issues, and 43% of consumers feel it takes too long to reach a customer service agent in the first place. Simply put, the ability to quickly solve a customer's problem on the first touch is a powerful competitive differentiator.\nBut you can't deliver on that expectation without a modern engagement solution that includes real-time capabilities like these:\u00a0\n\nIntegrate information from first contact to most recent interaction \u2013 from every relevant system \u2013 into a single view of the customer\n\n\nDeliver this comprehensive customer view to the right agent at the right time, in an instant.\n\n\nSupport multiple channels simultaneously, picking up the conversation where a previous interaction left off, as well as moving it to other channels as necessary\n\n\nAutomatically, proactively escalate an interaction to a live agent when self-service options aren't sufficient\n\n\nEnable the agent to instantly up-level the interaction and resolve the problem more quickly with remote support tools like file transfer, co-browse, video chat, or remote control when necessary\n\nThe Single-Pane Approach to Customer Service\nBy placing all the necessary information at your agents' fingertips in a single screen, reps can start troubleshooting without asking customers to repeat their entire history \u2014 eliminating the need to click through a dozen screens to gather all the customer details. They may also be able to offer a solution on the spot based on what's worked in the past for other customers with similar issues.\nFor straightforward requests, and optimal efficiency, agents can manage multiple support sessions at once. For more complex problems, they can utilize additional tools on the spot instead of asking customers to schedule a second support session at a later time.\nThis real-time approach elevates customer support to concierge-level service that does more than simply accommodate your customers' high expectations. It also increases the likelihood that your agents can resolve issues in real time on the first contact \u2014 which in turn helps keep your customers satisfied and improves contact center efficiencies.\nLearn more about meeting the demand for excellent service with a seamless, unified omni-channel experience. Download Bold360's tech dossier, "Modern Consumers Require an Omni-Channel Strategy."