In a recent article, Dick Bourke discusses how contact centers can be a strategic part of the customer journey by providing omnichannel customer engagement, which leads to brand loyalty. Bourke provides the following ways contact centers can ensure they help in the customer experience:
1) Creating a unified customer journey strategy across all departments to ensure all of the valuable data and information is shared for consistency.
2) Keeping up with customer demands and trends by utilizing the most up-to-date technology (CRM systems, digital channels, etc.) to improve customer engagement and tie in important data.
3) Train agents to be personable and consistent with their calls.
4) Integrate all channels of the customer journey (phone, web, email, social media, etc.) and ensure the right tools are being utilized for efficiency.
4 Ways Call Centers Can Make Customers Happy
Bourke’s article provides great advice regarding omnichannel contact centers and how they can help improve customer engagement. One of the main points we took from the article is that customer satisfaction is a critical component in how successful a company is in generating revenue. The bottom line is that if your customers aren’t happy, you won’t be happy. The following are four ways call centers can ensure they are making customers happy:
1) Answer calls ASAP
You know what makes customers upset? Having to wait forever before somebody actually answers his or her call. It’s a very simple concept, but it’s surprising how many companies fail to be timely with their responses. Calls should be answered as soon as possible
2) Make a human connection
Customers aren’t calling just to seek solutions; they’re also calling so their voices can be heard. Having apathetic call center agents will only aggravate people if they’re already upset at the company. Agents should provide empathy and try to make a real connection with customers.
3) Be consistent
Make sure that the message your agents are giving customers reflects your company’s promises. This can be done through proper training and scripting. Yes, you want to give agents freedom to control the conversations, but some scripting is required to ensure the right information is given to customers.
4) Prioritize efficiency
Calls should be handled quickly with definitive and satisfying solutions. This can be accomplished by utilizing technology such as Automatic Call Distribution (ACD) with skills-based routing, cloud routing, chatbots, and CRM integrations to assist agents during calls for smoother customer conversations.
This blog post is based on an article from CustomerThink. To read the original article, please click the link below:
How to Maximize Your Contact Center for Omnichannel Engagement – Dick Bourke
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