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4 Things Every Contact Center Must Do

A blog post from gives a great overview of Contact Center “must do’s” in today’s modern age of cell phones, iPads, and always-connected devices; customers no longer need to talk to a real person. They can surf the web and read all manner of interesting literature about your products or services and in many cases, buy your products or services online without any human interaction. But every now and then something may go wrong. Sooner or later, the customer will need to call someone and guess who they’re going to call: your Contact Center.

That’s why it’s extremely important to ensure your Contact Center team is a kick-butt group of customer service professionals who can transform a so-so customer into a champion for your company.

Without a doubt, the #1 reason customers typically decide to call you is because they have a problem. Too often, the customer experience doesn’t factor in the human aspect of the interaction. Although we might think of customers as records with account numbers, it’s critical that you make a human connection with the other person on the phone.

1. Be human, show emotion, be empathetic
Ask the customer how their day is going or the weather in their area. Ask anything that will bring down the imaginary veil separating you from the customer to make that human connection and build a relationship bridge. Empathize with the customer and show that you care. For example, tell them “I’m sorry you’ve had a bad experience with this product. We’ve tried very hard to ensure it meets your needs. Let me see what I can do to resolve the situation.”

2. Educate your People
It’s critical that your Contact Center team is educated about new products and services. They should be the first people to know what’s been released so they can answer customer questions. Additionally, all Contact Center employees and managers should receive training on customer service skills, how to maximize the customer experience, and how to handle angry or upset customers with poise and grace.

3. Provide Access to Tools and Information
Sometimes the customer’s experience has nothing to do with the knowledge of the Contact Center employee and everything to do with the lack of (or inadequate) tools. …it’s paramount the agent has the right tools to do the best job they can.

4. Implement an Employee Rotation Program
An employee who understands how other parts of the organization work is one who can solve the customer’s problem faster. Some of the best employees are ones who’ve spent time in other departments. A job shadowing arrangement where Contact Center employees can observe and learn from other groups can not only widen the employee’s perspective but also improve retention, which is a continuous challenge for Contact Centers.

By leveraging these ideas, your Contact Center can be a competitive differentiator in today’s marketplace.

Find the complete article here:


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