In today’s super-connected world, products are easy to find so how do you stand out from the crowd? Three rules to help your contact center deliver a “wow factor” from Cecilia Tengborn at Calabrio.
The Internet and e-commerce sites like eBay and Amazon make it easy for consumers to find what they want, at the price they want at any time of the day or night so how does anyone else compete? Today’s super-connected world has revolutionized consumer behaviour. Many customers demand round-the-clock service, immediate answers to their queries and they want to interact via their channel of choice be that voice, digital, mobile or social. At the same time, they still expect a highly personalized experience. So, what does this mean for contact centers and for the future of workforce management?
Follow these three simple rules to help your contact center stand out from the rest:
The contact center industry talks about meeting or exceeding customer expectations but what does this actually mean? Let’s face it, some people are easier to please than others and it all comes down to personality. So, if your online supermarket shop delivers the wrong item to your door but immediately refunds your money and sends you a bouquet of flowers 30 minutes later, are you delighted or do you just want the chicken you ordered? It all comes down to understanding your customer and knowing what they really want, therefore:
In just the same way, appreciate that not everyone wants to embrace digitalization and certain enquiries will always require the human touch.
Happy agents, equal happy customers so keep them motivated and engaged and make sure they stay with you rather than stray to the competition. Step up your workforce management (WFM) self-service capabilities that empower agents to indicate their own scheduling preferences, update their availability or make shift requests.
Why not introduce some gamification techniques to reward good performance and introduce a more fun element to work? Combine this with regular training and meaningful career paths. This is where the latest WFM solutions can help by providing one unified central repository for training plans and competence overviews.
Now that you understand what your customers want and your agents are raring to go, it’s time to let technology do the rest. The latest WFM innovations deliver:
The wow factor in any contact center is learning how to give customers the service they really want, when they want it. Stick to these three simple rules and you’ll be on the fast track to success.
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