Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

EXECUTIVE MEMBER
Ikhwal Sidiq
Assistant Manager Trade and Remittance Services
408
MEMBER
Athina Karahogiti
Global Deputy Chief Client Officer
2
MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
13
EXECUTIVE MEMBER
Eric Young
President / Contact Centre & Business Optimization Consultant
30

Tell the world how exceptional is your contact center team - Teresa Jose - ContactCenterWorld.com Blog

Tell the world how exceptional is your contact center team

I had a problem with my insurance company.
This is one of the leading companies in the country, but mistakes do happen.
We bought a new insurance policy for our small boat but received in our home two new policies: one for our boat and one for a boat we do not have or know. And both policies were entirely deducted in my bank account.

I called the head of the local branch with whom we had made the contract. She told me that she could not access the info immediately but that she would see to it…
After one month without any communication or change, I called again, only to hear more excuses, with no prospect of immediate resolution “Someone made a mistake, and I do not see it in the information system, so you have to wait, I do not know for how long! “ she said…

So I gave up on the local branch and called the company’s contact center.
My call was answered by a junior agent, that asked me very politely for information and if I had time to wait while she looked at the subject in more detail. After a few minutes she came back to me with an apology for the inconvenience and a straight solution for the problem.

Of course there are good and bad employees in every level of an organization. But in good call centers there is a culture of training, quality assurance, escalation processes and problem resolution that are key for good customer service and good business. This is why more and more I find myself thinking that companies should make the contact center the place to hire and train people. Or, at least, the one place in the company where people should work and spend time.

Nowadays, contact centers should have business processes that ensure that cases will be opened and followed, and emails will not be lost or deleted. Contact centers are focusing on building end-to-end processes and in providing agents with tools and knowledge that guides and helps them through the resolution process, ensuring an increase on productivity and customer satisfaction.

To achieve this, one thing that is lacking in some call centers is the unification and consistency. Often a customer calls in and talks about an email, and the agent doesn’t have access to it. A true multi-channel contact solution can be a key differentiator for companies that want to offer consistent interactions in a cost effective way.
Customers won’t care about how complex it is for the organization to handle all the different channels. They see the company as a single organization that must handle all interactions effectively and consistently no matter what channels they’re using.

Additionally, agents often do not have the tools or the knowledge they need to be effective. Companies must focus on deploying agile knowledge management solutions, in line with customer demand, that allow agents to quickly access consolidated information and provide a consistent and unified service.

Simplifying the agent working tools and space is vital. A user friendly interface, free of meaningless and irrelevant information is crucial for agents to easily view the information that does matter and not get lost. A smart agent desktop displays only what is relevant in one single screen, ensuring that agents easily access the information that enables them to make each customer feel unique.

Today, call center solutions can incorporate business metrics that can prove how productive agents are and how they are contributing to the company’s goals. And they are contributing a lot.

Do you have your own stories where the contact center has set an example on exceptional service?

Please tell the world how brilliant is the team of professionals operating your contact center.  Share with Contact Center World and Altitude Software  and we will help you spread the word!

http://online.altitude.com/blog/bid/90892/Tell-the-world-how-exceptional-is-your-contact-center-team

 

Publish Date: October 24, 2012 7:33 AM

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 31753 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =