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Your Contact Center Superhero - Calabrio - ContactCenterWorld.com Blog

Your Contact Center Superhero

Your contact center is a superhero? You might be surprised—after all, contact centers are often:

  • Under-valued by the larger organization
  • Under-funded
  • Viewed purely as a cost center
  • The first place budget is cut when the need arises
  • And staffed by entry-level employees

Not exactly the standard definition for a superhero. But for customer-centric organizations, the term “contact center superhero” is an accurate—and multi-faceted—description. It’s up to you whether or not you endow your contact center with exceptional, superhuman abilities, so your company truly can become customer-centric.

Profile of a Contact Center Superhero

The heart of a customer-centric organization is the contact center. This is the frontline to your customers, the source and sustenance for the customer intelligence lifeblood critical to your success. Companies that are superheroes:

  • Analyze and leverage the vital customer information cultivated by the contact center because they recognize its value to other departments and the business at large
  • Foster an environment of empowerment, not an environment of fear, where agents are confident it’s okay to make a mistake, as long as they learn from it and move forward
  • Defend their contact center budgets—they no longer discount their contact centers as just phone centers or a cost centers
  • Constantly tend to and nourish their contact centers and its members
  • Provide ongoing mentorship and emotional intelligence development opportunities
  • Teach agents the art of giving and receiving feedback, including how to have a candid conversation with their boss

The Men and Women Behind the Scenes

It makes sense that superhero contact centers need to be staffed by exceptional people with distinct skill sets. These stellar agents:

  • Possess a natural affinity for customer service
  • Can quickly make logical, reasonable decisions
  • Consistently deliver more than what’s asked or expected of them
  • Yearn for more authority to make decisions and take risks in the spirit of what’s in the best interest of the customer
  • Decipher intonations and subtle signals from customers that others tend to miss
  • Easily recognize others who have the potential to be stellar agents
  • Keep their humanity by using their energy in a good way

And, as you can imagine, it takes a special kind of leader to create and maintain a superhero contact center staffed by superhero agents. These leaders:

  • Can communicate the business value and far-reaching, positive business impact of their contact center
  • Fight for funding when needed
  • Are on a continuous quest to make agents’ jobs easier
  • Personally connect with the agents
  • Are genuinely interested in the contact center workforce and how to optimize its operations
  • Keep alive the original spark or energy within each agent that inspired the leader to hire them in the first place
  • Contain the contact center environment while allowing agents to be themselves
  • Know that how they make agents feel is exponentially more important than the job titles they hold
  • Tap superstar agents to mentor newer agents

Source: http://calabrio.com/blog/your-contact-center-superhero/

Publish Date: October 6, 2016 5:00 AM


2021 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
PH: 425-649-1246

4.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
PH: 833-427-7488

5.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

6.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
PH: 18442077999

7.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
PH: 1-888-827-3918

8.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
PH: +441279 5555 80
 



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