Avoiding Contact Center Mistakes Leads to Improving Customer Experience

Posted by Linda Caudle

10/21/13 2:51 PM

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Let’s face it; your contact center is bound to make mistakes every now and then. However, the key is to learn from these mistakes and take the appropriate steps to mitigate them before they become a reoccurring problem and plague your contact center.

Below are the top three most common contact center mistakes and how to avoid them.

  1. Poor agent training: Your contact center agents are guaranteed to make mistakes. After all, they’re only human. However, you can significantly reduce these mistakes by implementing a well-crafted training and coaching program. Now, this doesn’t mean putting together a few tips and tricks and calling it day. Conversely, the program should include targeted, customized coaching packages with recordings, brief videos, best practices and more. Moreover, agents should have access to coaching tips at their fingertips when they need it most.

  2. Failing to capture voice of the customer data: A common mistake that contact centers often make is failing to effectively capture voice of the customer data, which is the key to improving customer interactions and shaping your contact center’s strategy. Avoid missing data by implementing call recording and desktop analytics, which help to document interactions and provide possible insight into what goes on during a customer-agent dialogue.

  3. Not adopting new technology: You might think that you are saving money by not purchasing new technology, but the reality is you could be doing your contact center a great disservice. According to Forrester study commissioned by Aspect Software, contact centers that don’t adopt technology put themselves at a competitive disadvantage, experience inconsistent customer service delivery and have internal operational inefficiencies.

Avoiding these mistakes will lead to better agent performance and overall improving customer experience, which directly effects your business' bottom line.

Topics: customer experience

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