Being able to provide an excellent customer service experience has also a huge impact in your customer retention and loyalty.
Your contact center is your customer interaction center. It’s primary role is to satisfy your customers needs in terms of customer service, technical support, or sales marketing.
A lot of companies these days have been adapting a more customer-centric approach when it comes to running their contact centers. This part of your organization should always be one of the main focal points of your business model. Why? Because a business’ success depends on the customers. The good thing is, with the right tools and smarter technologies, an excellent customer service experience is achievable.
What do customers expect from customer service?
The first step in accomplishing excellent customer service is by understanding your customers’ needs and what they expect from you. In a study conducted by the Harvard Business Review, it is stated that customers usually have two main concerns in reaching out for a customer service- Is the agent knowledgeable? Would their problems or concerns be resolved on the first call?
Further, remember that a good customer experience is one of your competitive advantages. Whenever your customers reach out to your customer service, they expect you to:
- Understand their needs
- Respond quickly
- Offer a personalized experience
- Solve their problems
- Provide consistent answers
5 tools to help with your contact center services
Being able to provide an excellent customer service experience has also a huge impact in your customer retention and loyalty. Here are five tools to help take your contact center services to the next level:
Interactive Voice Recording (IVR)
An IVR technology enables you to record a customized greeting, message or prompt that you can use for your customers that phone in. Another use of IVR is, it routes your callers to the correct department or agents that can effectively address their needs and concerns. This technology also allows your customers to solve their own problems without having to speak to an agent.
Call recording systems
With the busy nature of a contact center, your managers may not always have the time to listen to live calls. Call recording allows your managers to properly monitor and assess your agents performance at their convenient time. From there they can provide feedback to the agents or the whole team on which areas of customer service they need to improve on.
Customer Relationship Management (CRM) servicing application
A CRM software allows your agents to document customer interactions that will be useful if your customer will need more help in the future. This type of software helps your agents to resolve your customers’ concerns faster and effectively.
Workforce Management Software (WFM)
A Workforce Management Software (WFM) tracks the total volume of your contact center’s multi channel interactions. This enables you and your managers to forecast the ideal number of agents you need to hire to make sure your contact center meets the demands of your customers.
Quality management
A quality management system gives you and your managers comprehensive insight into your agents performances. A QM system can also be used to check whether your agents are following your organization’s internal processes and policies.
Ensuring that you are able to incorporate today’s applicable technologies into your contact center will greatly improve your overall efficiency and productivity.
