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Consumer Electronics: Are Your Retail Sales Numbers Making You Unhappy? - Concentrix - ContactCenterWorld.com Blog

Consumer Electronics: Are Your Retail Sales Numbers Making You Unhappy?

Knowledge—complex tools require expert help

Consumer electronics make up 24 percent of the electronics industry. The world of consumer electronics today is one of hyper-connectivity. Customers don’t just want to know how to use their new TV, they want to use it with their new speakers, using their smart devices to control them and they want all their equipment to work together. With the advent of the “internet of things” and the smart home concept, customer care will get even more complicated.

Recruitment—it’s all about the people

This industry requires a different kind of agent, a universal agent who can navigate the complex landscape of interconnected consumer electronics. It’s also important for the new recruit to know the right behaviors to create the best customer experience. The people hired need to have enough technical skills to advise customers, balanced with adaptable communication skills. Those hired also need the ability to adapt to the customer’s personality and have the people skills to navigate through difficult customer interactions. Too little of either and the agent will fail to meet customer expectations. The wrong type of agents can leave a bad impression of your brand.

Monitoring—making sure the lessons are taking root

Excellence in training is an ongoing process. We don’t just rely on self-assessment to determine training needs. When our people engage with customers, all of the calls are recorded and surveys are sent out to the customers afterwards. If a survey comes back with scores below target, it triggers a discussion between the agent and the trainers to assess what training opportunities exist and how the process could be improved. Again, details matter. Errors that consistently happen across calls can trigger changes in how the material is taught in the first place.

We learn and grow from the work done by people who talk to the customers every day. Every improvement we make hinges on having the right people to implement changes at the front line. All our tools, training, and experience lead to that most-important moment, the person on the headset, figuring out how to solve the customer’s problem and make them happy. Better customer experiences increase sales—which make your company’s finances a little happier too.

More information

Concentrix is an elite, high-value business services company that can help you with many aspects of your business. Whether you want consulting, customer engagement strategies, or end-to-end business processes, we can help. For more information, contact info@concentrix.com.

Source: https://www.concentrix.com/are-your-retail-sales-making-you-unhappy/

Publish Date: January 27, 2016 5:00 AM


2021 Buyers Guide Training

 
1.) 
CTCOMM

Call Centers
Contact Centers
Admin Training
Supervisor Training

2.) 
Davis-Mayo Associates

"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.

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Happitu

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. As a result, Happitu slashes training time, delivers higher resolution rates, and reduces handle times.

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...
(read more)
PH: 833-427-7488

4.) 
Lieber & Associates

Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,

Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.
PH: +1-773-325-0608

5.) 
Manitoba Customer Contact Association

Making Training and Development Part of Your Corporate Landscape

Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.

Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.

Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
(read more)
PH: 204-975-6468

6.) 
Navedas

CSAT.AI
CSAT.AI Scores Better Customer Service with Gamified Guidance!

CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.

Agents have the immediate positive feedback that reinforces good behaviors for self training.
PH: 323-380-8555

7.) 
OMNI HR Consulting (Pty) Ltd

Human Capital & Organisational Development
Omni HR Consulting provides business and people development solutions through Training and Consulting services.

We work across a number of sectors to provide solutions from both a Skills Development / Business perspective.

Skills Development: accredited & non-accredited learning solutions including Learnerships, RPL solutions and Skills Programmes, including a curriculum for developing future skills.

Business Solutions: are designed to be customisable, relevant and industry-related to support businesses to achieve their strategic objectives and needs.
PH: +27 21 685 9160

8.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
PH: 1-416-992-5158

9.) 
Vads

VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.

Benefit :
- Customizable training by experienced trainers
- Increase motivation and engagement
- Improves customer service skills and knowledge
PH: 0217991445

10.) 
The Forum

Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.

We offer an independent and trusted space for learning and sharing, proud to welcome members are into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.
PH: +44 (0)3331235960
 



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