There has in recent years been a significant push – some would say one that’s long overdue – toward cultural diversity in business. And call centers are no exception.
It’s a result that can occur naturally through a process of hiring the most qualified agents and management personnel for the job. But in geographic areas where the talent pool is more homogeneous, it can still be a goal worth pursuing.
Why? These are just some of the benefits:
People from the same place often tend to view challenges or opportunities in the same way. A diverse workforce almost always results in a wider range of ideas being generated, and new ways to look at old problems.
Different types of employees often bring different skill sets to the business, resulting in greater efficiency.
Better Customer Connections
With few exceptions your business will be (or is at least trying to be) appealing to customers of different ages, genders and races. There’s no telling which of these customers will want to reach out to your call center. With a diverse hiring policy you’ll be prepared for customers that speak different languages, or have different questions and concerns that will be recognizable to someone on your team. The more your call center looks like your customer base, the better than chances of optimizing the customer experience.
Studies have shown that diverse workplaces contribute to employee engagement and are happier places to work – and that’s certainly good news in an industry where employee turnover is traditionally among the highest.
Publish Date: November 10, 2016 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.
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