A well-managed and efficient call center can be a big help in making the business get more customers and retain the existing ones. They are directly responsible for maintaining the company’s image in the eyes of the target clientele.
A call center agent is often the first point of contact for the customers. therefore, they must shoulder the responsibility of customer satisfaction and deliver best in class service. While there is no absolute formula to deliver the best customer experience, a few tried and tested methods can ensure that every client interaction ends in a positive note for the customer as well as for the agent.
It goes without saying that customer experience is going to be the buzzword in 2019. Here is why:
So, can a call center deliver positive customer experience that matters? Yes, it can. Here are 5 easy steps for improving the experience of the customers interacting with a call center:
Putting a customer on-hold for a long period of time is a call center bane that drives customers crazy. The customers do not like to stay on hold, period. They don’t care if their issues actually need time to be resolved and the agent can’t help but make them wait. To most of them a call center should be a one-stop solution for all their problems. They want a quick solution and they want it right now.
While eliminating waiting time is impossible, a call center must try to keep the on-hold time to a bare minimum. Remember, the shorted the wait time, the happier a customer is. It’s that simple.
Knowing a customer demographic is not enough, you customer service teams must also know who are their customers. Try putting a face to your customer or creating customer personas – it will help your customer service team to understand your customers better.
Your customer personas can be as detailed as you want them to be. By creating personas, your agents can put a face to their customers and better understand how they can assist and improve customer experience.
A call center agent must not interact with each customer the same way. Rather they should use the CRM to pinpoint the stage of every customers’ journey and personalize their interaction to improve the customer experience.
Define the customer actions that fall within each stage of the customer journey. This will help your call center customer service team to quickly recognize and know how to approach your leads and clients.
The biggest chunk of consumers today are millennials. And millennials don’t just look for a product, they want their values to be aligned with the brands they shop from. They want value for money, as well as great customer experience.
While pricing is not something your customer service team can control, they can deliver everything else. They can forge an emotional connection with the customer by empathizing with them, telling them their side of story and even throwing in a much-appreciated surprise. This connection will help your agents anticipate the customers’ needs better and deliver a much better experience.
In this age of competition, customers are being spoiled with one-click checkout, instant customer service through chatbots, next-day shipping. These services simplify the purchase process for customers and reduce customer effort in an attempt to maximize sales. A customer service team too can reduce customer effort in so many ways. They can-
A customer service team can make the process of purchase or issue resolution a cakewalk for the customers, resulting in a high-quality customer experience.
In todays competitive world customer experience is gold. Being the first point of contact for customers, it is up to the call center customer service team to deliver the customer experience each customer deserves. While their interactions can be short, it can be an excellent opportunity to boost customer experience.
Publish Date: January 15, 2019 5:00 AM
Combines knowledge management with call support as continue improvement.
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.
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.
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.
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.
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.
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.
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