The Role Contact Centers Play in Customer Loyalty
The quest for new customers is never-ending at all types of businesses, but those efforts should never obscure the fact that your best customers are the ones you already have.
Contact centers can play a key role in encouraging customer loyalty, by delivering the level of service those customers have come to expect from a company they like. That means calls answered quickly, a minimum of hold time (if necessary at all), agents that can answer questions and take corrective action if needed, and an effort to make each customer feel valued and appreciated.
It’s an important goal and there are two ways to achieve it: consistent agent training, and workforce management software.
Training should begin with learning the contact center script and understanding contact center procedures – but it shouldn’t stop there. Agents should also be encouraged to show patience, understanding, and empathy. Role-play scenarios can test how well they respond to different situations.
Workforce Management Software
All of the burden for customer service should not fall on the agent’s shoulders. The contact center must provide the tools necessary for an agent to do his or her job, as well as provide forecasting and scheduling that assures the presence of enough agents to efficiently handle incoming calls.
That used to be handled with spreadsheets but can now be covered with a workforce management (WFM) solution. With the advanced functionality and the more accurate forecasting and scheduling made possible by WFM, as well as the data it delivers on agent performance, schedule adherence and KPIs, contact center managers can always be assured the contact center’s resources are being utilized in the most efficient and cost-effective manner.
The benefits of the Monet WFM solution include:
- Real-Time Adherence: Helps avoid overstaffing, understaffing and shrinkage
- Skill-Based Routing: So customers connect with the agent best suited to help them
If it’s time for your contact center to consider WFM, we invite you to find out more about what Monet has to offer.
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