It's Time for Contact Center Solutions Spring Cleaning

Posted by Linda Caudle

4/15/14 1:52 PM

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Spring is here and that means it’s a great time to clear the cobwebs away from your customer service strategy and usher in some fresh habits to start the new season. After all, recent research from McKinsey indicates that 70 percent of purchasing experiences are based on how a customer feels they are being treated.

When performing spring customer service maintenance you should make sure to re-evaluate your current training module and invest in a solution that will allow agents to improve in real-time. One of the best ways of going about this is to purchase a common agent portal that will deliver a unified array of evaluated calls, supervisor feedback and training such as scheduling and coaching tips right to the employee desktop.

A proper customer service training platform will also grant the necessary tools for measuring improvement, so you do not have to worry about leaving this crucial metric up to speculation. Improvement can accurately be quantified by tracking average customer handle times and individual interactions, pre-and post training.

It also pays to focus on basic employee etiquette and review individual practices for dealing with any and all types of customers that will dial in. Make sure that employees are well-versed in company policy and ready to engage in any situation that comes up by drafting shared policies and instructions for walking through difficult situations when they arise over the phone.

Taking a few proactive steps now will give your agents the help they need to engage with customers throughout the rest of the year. Take the time to be proactive and using your contact center solutions you will reduce churn rates and boost ROI as your agents will be brimming with confidence.

Topics: contact centers

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