Considering most of today’s most successful contact centers are taking an omnichannel approach to customer service, it only makes sense that live chat has become a focus among them. This technique brings together automation and live service - the best of both worlds. However, that only applies when it is being used correctly.
When you stop to think about the job of a call center agent in an inbound contact center, it’s really no wonder so many people consider it a stressful task. Talking to complete strangers on the phone, one after another for hours, day after day is enough to make many people anxious. Add in the element of not knowing how those people will be feeling when they call and knowing that they are likely to have questions, concerns, or complaints makes it even more nerve-wracking.
How can you make your agent’s job less stressful - and help them provide better service? How can you ensure that every call center customer has the best possible experience - even if they are upset or frustrated when they call? Here are some tips for calming your caller and keeping your cool - as well as providing an excellent experience to everyone, no matter how they’re feeling when they first dial your number.
Topics: Call Center Management
Today’s consumers are increasingly fond of the idea of self-service. From push-button prompts that make it easy to choose the reason why they’re calling to interactive, option-heavy menus that make speaking to a live human being mostly unnecessary, the current and future generation of consumers are in love with the idea of taking matters into their own hands.
However, that doesn’t mean that a successful contact center should abandon the quality of their live agent customer service in favor of focusing on self-service. Instead, it is vitally important to understand how the two work together - and just how necessary a supporting team of real human beings are to even the most fully-featured self-service suite.
Topics: Call Center Operations
Who is your customer base? You may think you know, but delving into the world of demographics can give you answers you might never have thought you could find.
Some people believe that there is no importance when it comes to demographics; someone’s age and other life experiences shouldn’t matter when it comes to providing them with great customer service. While you should certainly provide all of your consumers with equally outstanding service, tailoring that service to their unique life stages and personal experiences can help you provide the best possible experience for everyone.
The modern call center is about so much more than calls. Numerous platforms allow contact center agents and their supervisors to connect with consumers and clients. This multichannel approach to communication has revolutionized the way that contact centers operate - and the way consumers feel about them.
However, in the age of chatbots and SMS, it is important to remember the origin of call centers: phone calls. They still account for the largest percentage of information exchanged between consumers and customer service agents. For that reason and many more, they are still the top priority for most call centers around the world. But did you know that they are still a top preference for many of your customers, as well?
Take a look at why your consumer base - even the modern, millennial customer - may still prefer phone calls to every other channel you offer:
Topics: Call Center Management
When you’re striving for success, it pays to compare your metrics to your own successes and failures in the past. This internal comparison is an important part of achieving success in the future - and ultimately, every company is its own biggest competitor.
However, the impact and importance of actual competitors cannot be overlooked. Comparing your contact center’s success to its direct competitors’ is not only a good idea, but it is also necessary when it comes to creating a plan for continued growth and improvement. This process is known as call center benchmarking and it is something that every growing center - and those that hope to expand in the future - should be doing.
Here, we’ll introduce the concept of call center benchmarking in more detail and make it obvious as to why your facility should be focusing on it:
The success of your business depends on customer experience. Creating a positive and satisfying experience is the mark of a modern company that caters to its consumer - and that’s exactly what today’s customers are searching for.
What is the first step to crafting a positive experience for your consumer? If you’re running a contact center, the process begins by making yourself available and accessible whenever and however the consumer needs you. This means making it easy to call your center and get through to an agent. Weak connections, a lack of appropriate staff, and excessive hold times can all impact this factor in your success.
Ultimately, this first step toward success can be measured by your company’s ASA, or average speed of answer. Here, we’ll show you why it’s a big deal and how you can keep yours low enough to keep consumers happy and coming back!
If your contact center is like most, you’re constantly looking for ways to improve your agent’s performance - and therefore the performance of your facility overall. It isn’t enough to train your agents toward meeting goals and focusing on metrics. It’s just as important to strive for call center agent success via a deeper understanding of the work your staff does and the way you serve your customers.
One of the best ways to understand the customer experience that your company providers for consumers is to experience it yourself. How? By taking a turn as a customer of your company’s goods or services yourself or asking your agents to do so. Gaining the perspective that this kind of hands-on experience offers is one of the best ways to ensure call center agent success.
Topics: Call Center Management
How important are your consumers’ feelings? While you may not give it much thought - your job is their satisfaction, after all - it is actually very important to the job you do.
Research has found that when it comes to call center customer experience, emotion plays a big role. While a consumer may forget the words that were said to them or the exact interaction they had with an agent or a brand, they are unlikely to ever forget how that interaction made them feel. Most of our buying decisions are impacted by this exact formula - feelings over everything else.
If you’re looking for ways to improve the call center customer experience you’re offering to your callers and clients, the best way to start is to find out how you're making them feel. If the answer isn’t overwhelmingly positive, it’s time to reevaluate your priorities and readjust your strategies. Nothing makes for success like happy customers, after all!
Here, we’ll talk about some of the factors that influence the emotions of your consumers - and how to impact them positively to create a better call center customer experience.
The popularity of working from home has soared over the last two decades. This is no surprise; as technology has improved, working remotely has not only become more possible, it has become the best potion for many professionals.
If your contact center is like most modern operations, you have at least a small portion of your team that is either entirely remote or works remotely part-time. Keeping those agents as focused and productive as the rest of your staff can be a challenge, especially when you aren’t physically with your remote agents to provide monitoring and encouragement. Here, we’ve compiled a list of suggestions for maintaining remote agent productivity, so your center can keep moving efficiently without cramping the comfortable style of your work-from-home workforce.