5 Contact Center Trends You Should Not Miss
Customer service and new technologies drive the success of a contact center. It’s important to be aware of new ideas and trends that may require adjustment from managers and agents. Keep in mind that these are not trends that emerge like fashion trends, which are popular for awhile and then fade into obscurity; these new developments governing customer service at contact centers require more permanent solutions. 1. Multi-Channel Customers The days are long gone when a customer’s only means of communication with a company were a telephone call or placing a stamp on a letter. Emails, online chats, and messages on social media are all being used to ask questions about products, offer praise or criticism, or check on order statuses. Contact center agents must be aware of the varying best practices in each of these channels. 2. Customer Experience Too often customer service is measured only by whether a product is purchased and kept, or returned. But companies should look at the entire customer experience as their product, which includes any communication with their contact center before and after the sale. 3. The Cloud Computing Model Cloud computing is provided as a subscription service, which can be a tremendous advantage for smaller or midsized call centers, as there is no need to invest in additional hardware and software. Other benefits for “call centers in the cloud” include flexibility (since call monitoring data is stored “in the cloud,” it can be accessed from the office, from home or a mobile device), easier implementation, and easier to use. 4. Social Media As stated in #1, social media has become another means of communication between a company and its customers. But many posts are not specific questions that require an answer – Facebook and Twitter are places where a company can engage with customers at a more personal level, listen to their thoughts on a variety of topics and converse with them. What’s important here is to encourage your customer base to feel like a valued part of your community. 5. Real-Time Decisions Quality assurance is impossible without reliable, real-time adherence and quality monitoring that incorporates alerts, dashboards and key performance indicators (KPI). Challenges are inevitable, but when they are quickly discovered they can be corrected before they can become an issue.
The Operational Advantages of WFM
Still considering whether to add a workforce management solution to your contact center? There are many reasons doing so is
Abandon Rate: What It Is, Why It Goes Up, What You Can Do
Abandon: (verb): To leave completely and finally; forsake utterly; desert: Sounds pretty grim, doesn’t it? “Abandon Rate” is one of