Many contact centers now use WFO or speech analytics to route customer calls to the agent best suited to deal with each caller’s issue. It’s a strategy that ensures calls will be handled faster, and customers will be happier.
Often calls are simply routed based on the length of wait time for customers in the queue; sometimes a company’s best customers receive greater priority. But the most common strategy is a skill-based system, connecting angry customers with agents who can calm them down, buyers with agents who know how to upsell, and calls with technical questions to agents with product expertise.
However, there are other options available that may also pay dividends. Here are three suggestions:
The contact center may be the first to discover that a customer is “halfway out the door” already. But if you have an agent that specializes in addressing these customers’ concerns and keeping them in the fold, it can make a huge difference in customer retention. With a WFO system such calls can be routed more quickly as well, so these customers will get the attention they need.
In businesses where one account can equal thousands or tens of thousands of dollars, such prospects should receive preferential attention throughout the engagement. When calls from a specific company name or company rep come in, they should be identified immediately and routed to someone familiar with their needs.
For a contact center customer there is nothing more frustrating than connecting with an agent, answering all their account questions and providing all the requested information, explaining the reason for the call, and then being put on hold or having to call back, and being transferred to someone else who asks all the same questions again. With WFO it’s easy to route these calls back to the first agent who handled them.
What’s better than workforce optimization? Workforce optimization in the cloud! Find out more
Watch a demo of Monet Workforce Optimization in action
Publish Date: March 28, 2018
Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.
A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.
CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.
ChatGuard makes payments in Chat PCI DSS compliant and...
PH: 01442 458300
|Helping Agents Buy Into Workforce Optimization||October 1, 2018|
|The Competitive Edge Delivered by Speech Analytics||October 1, 2018|
|Cut Every Customer Call By One Minute||October 1, 2018|
|Remote Agents: Making That System Work With Workforce Management||October 1, 2018|
|Comfort Pets at Contact Centers? Why Not?||October 1, 2018|
|Five Musts for Your Workforce Optimization Solution||August 29, 2018|
|The “Now You Knows” of Speech Analytics||August 29, 2018|
|Can Contact Center Agents Replace In-Store Employees?||August 29, 2018|
|Healthcare Contact Centers: The Open Enrollment Crunch||August 14, 2018|
|5 Tips to Optimize Contact Center Scheduling||August 13, 2018|