Successful Contact Center = Successful Company
The challenge for any contact center is making every customer engagement, whether it is conducted by telephone, email or live chat, a successful one. Yes, it’s difficult, especially when some callers are in a bad mood even before the agent says hello. But when customers are satisfied, it can make a huge difference in the company’s bottom line. One survey, by an analytics company called ForeSee, gauged customer satisfaction with contact center services to find out how each customer’s experience impacted the company’s future success.
They found they satisfied customers are far more likely to remain customers, and to make a similar purchase again from the same company. Even more significant, however, is the willingness of a happy customer to recommend the company to a friend, family member of colleague. Thus, one customer who has a positive experience with your agents may create many new customers.
While the focus is typically on calls, equal attention should be paid to email responses, so they are prompt and helpful, and live chat sessions, to make sure participants are getting the answers they need. “A satisfied customer,” the survey concludes, “is the key to maintaining and growing sales and profitability regardless of channel.” The prospects of delivering those happier customers become much easier with the right technology tools in place. And now that these sophisticated solutions are available via the cloud, even smaller and midsized contact centers can provide optimal service without a huge upfront investment. Find out more about Monet’s workforce management solutions.
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