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How to Make Customer Care More Human - Conversational - ContactCenterWorld.com Blog

How to Make Customer Care More Human

For many people, customer care is lacking. It becomes a hassle to be dreaded and even avoided.

From cable companies to a trip to the DMV, many times, people want to avoid interacting with customer care at all costs. There are certain types of companies that seem to be renowned for providing a bad experience (Being on hold for an hour? No thanks) and it causes customers a sense of dread when an interaction is required.

The good news is that your company can learn from this in order to better serve your customers. Improving your customer care should be your top priority, and the best way to do it is by making your interactions less stiff and more human.

From providing the proper training to playing on your staff’s strengths, here’s a look at the best ways to make your customer care more effective and fulfilling.

Make sure your staff is trained and prepared

The first step is to make sure your staff has been properly trained and feels empowered. Can your staff properly help customers through all avenues of communication, from the telephone to email, or social media and web chat?

When your customers want to reach you in a variety of ways, it’s vital that your staff is able to effectively communicate and handle any questions or concerns. Having multiple channels of communication is better for your customer, helping you eliminate what could have been a challenge when a customer sought support.

Ensuring that your staff has been trained in the various aspects of their jobs is important for delivering top-notch customer service.

Be sure to train on any software used to make the job easier, offer your team the tools needed to do a great job, and allow even your newest team members the space to use their best judgement with helping frustrated customers so that everyone can feel like an equal part of the team.

Play on your staff’s strengths

Are there members of your team that are better at staying organized, others that are best at upselling a new product, and others that are better at dealing with frustrated customers?

Some staff members may excel at technical issues and some may be great at making your customers feel welcome while in your store.

Make sure you are playing to your team’s individual strengths to ensure everyone feels confident in their tasks and can bring their best tools forward. While your team is made of humans with different skill sets and strengths, it only makes sense that you let those strengths shine when it comes to interacting with your customer base.

Taking that nervous employee off the phones and helping with behind-the-scenes technical issues will make him or her happier while that bubbly employee of yours would be a great person to answer the phones in a cheerful manner.

Some people are skilled at diffusing a bad situation while others are better at organizing things and handling your schedules and appointments.

Do you have a script?

You may have forgotten to arm your staff with a script to work from. Having a general script allows your staff to stay consistent and be prepared for any situation when dealing with customers.

This is especially helpful during special promotions that are new to the staff. Make sure you put a script in place when an unusual request comes in to play, so that the team is prepared in the future if that situation were to happen to them.

Treat customers like you’d want to be treated

Make sure your customers are being treated the way you’d want to be treated as a customer.

Do your customers find your terms and conditions on your product confusing? Is your website or mobile app difficult to navigate? Do you customers get put on hold for long periods of time because you don’t have enough staff members to assist?

Think about what your experience would be like as a customer of your company and make changes where you’d think you’d feel unhappy, whether it’s high pricing, long wait times on the phone, or difficulty understanding the paperwork behind the service or product.

Use these tips to make your customer care something that customers look forward to and praise rather than avoid and complain about.

Source: https://www.conversational.com/make-customer-care-human/

Publish Date: April 15, 2016 5:00 AM


2021 Buyers Guide Remote Agent Solutions

 
1.) 
3Fiftynine

Branches
Making sure agents can work remotely isn’t a problem with Branches. The system shows accurate information, real-time. No fear of missing out on important updates anymore.

2.) 
Amtelco

Web Agent
Our Web Agent application is a web browser-based telephone agent interface for the Genesis Intelligent Series (IS) call center platform. The Genesis Web Agent application makes any personal computer a professional telephone agent station.

3.) 
Centrical

Centrical Business Continuity & Remote Work Solutions
Centrical Solutions Help Sustain Business Continuity,
Keep Employees Engaged and Connected During COVID-19
In response to the COVID-19 pandemic, Centrical, provider of the holistic, real-time employee engagement and performance management platform, offers contact centers ways to

Keep calm and keep working remotely.

We offer solutions for business continuity in a crisis that provide effective engagement, communications, and reskilling of employees working from home, among other things. They will let you:

Reduce anxiety and isolation
The times we’re in require an extra effort to communicate and keep everyone connected. With Centrical, you can create an ongoing stream of communica...
(read more)
PH: +1 800 538 4263 (US) or +44 20 3318 6424 (UK)

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Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

5.) 
Consilium Software

Consilium UniAgent™ Mobile
As we enter the next stage of the global pandemic, Contact Centers are faced with a new set of challenges to enable their Agents to Work-from-Home without impacting Customer Experience (CX). UniAgent™ Mobile is the ideal solution to enable Work-from-Home Agents using Tablets or Smartphones or PC without any VPN. UniAgent™ Mobile is compatible with Cisco CCE, CCX, PCCE and HCS-CC contact centers (both bridged and nailed connection). UniAgent™ Mobile is available as On-Premises or Cloud Solution which can be hosted in the Private Cloud, or on the Public Cloud (AWS, Microsoft Azure, Google Cloud Platform, etc.). UniAgent™ Mobile can be deployed in conjunction with Cisco Unified Mobile Agent (CU...
(read more)
PH: (+61) 406 501 368

6.) 
Dalbar Inc.

CXA iCoach
As a leading expert in contact center business practices, DALBAR recognizes the challenge of consistently delivering exceptional customer experiences with the sudden shift to remote teams. Our self-evaluation and coaching solution for remote representatives and virtual contact centers will let you meet these challenges head on. DALBAR's CXA iCoach solution, combines our proprietary criteria and over 40 years of industry research. It allows Contact Center Managers and Quality Teams to continue to improve and provide a better customer experience even when they aren't at a physical location.
PH: 617-723-6400

7.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS. This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300

8.) 
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

9.) 
MattsenKumar LLC

Virtual Contact Center Solutions
Our virtual contact center services help our clients to run their customer support processes (phone, chat, and email) remotely. Our well trained remote agents can help them deliver the best experience for their customers irrespective of the channels. With our data security measures, engaged workforce, and the right reporting tools, our clients are guaranteed with a satisfied customer base.
PH: +91 99026 10044

10.) 
MFE International

Oracle LIVE Experience
Live Experience offers HD voice, video, Screen sharing and annotations for customer mobile users. Agents interacted with users using desktops or mobile. Applications are for Financial Services, Retail, Travel and Hospitality, Digital Services, Utilities, Coporate IT where remote HD video, screen share or annotation is needed for a great customer experience.

11.) 
Nuxiba Technologies

CenterWare
Maintain your business operation from anywhere, even if your agents are at different locations!
Don't let COVID-19 stop you. Use our cloud contact center hosted software and continue your operation.
Monitor active campaigns in our administration module, have your agents receive and dial calls, access reports, have multi-channel interactions, and obtain 24/7 support.

Easy setup and usage, request a quote or schedule a live demo today!


12.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development - For Remote Workers
Learning & Development for Remote 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

13.) 
Vads

VADS Indonesia Remote Agent Solutions helps your company with various features that can make it easier for you and your company to stay productive, can be accessed anywhere because it uses cloud-based licenses so that it can help you and your business activities run smoothly.The features that keep your company activities running and productive.
PH: 0217991445

14.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 



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