Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

Using Subject Matter Experts in Your Organization Leads to Better Customer Service - RDI Corporation - ContactCenterWorld.com Blog

Using Subject Matter Experts in Your Organization Leads to Better Customer Service

It's good to talk to people who know stuff. The subject matter experts in your organziation should be utilized to make your customer service even better. 

No matter how smart you are, the amount of things you don’t know much (or anything) about vastly outweighs the thing you actually do know something about. That’s due to the sheer overwhelming amount of stuff there is to know in the universe. The world’s greatest astrophysicist probably doesn’t know very much about tribal politics in 5th century Germany, and the historian maybe nothing about astrophysics.

But they’d both understand that if they wanted to know about the other’s field, the best way to do so would be to ask.

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

That’s what we need to do in customer service. Too often, the customer service department is its own silo, segmented from the other departments, and doesn’t take full advantage of what everyone else in the company knows. Most importantly, they don’t take advantage of the people who create, market, and design the product or service that is being offered.

 As we’ve discussed, the more knowledge a CSR has, the more human and open will be their customer interactions. They’ll be able to understand a problem better even if it is unexpected. And a lot of that knowledge can come from subject matter experts (SMEs) in your organization. Involving them in the training creates a richer and more layered knowledge of the product. And that’s what CSRs need the most.

 Who Are Your Subject Matter Experts?

 A friend of mine was an engineer for a company that made geothermal engineering solutions for homes and businesses. One day I asked her what kind of customer service setup they had, and how they were trained. She had no idea. She asked around, and no one in engineering had any real notion of what customer service did, or even where they were located.

 That, unfortunately, is pretty normal. But it shouldn’t be. Because while I am sure their CSRs are well-trained, there was never a time when the engineers communicated directly with anyone from customer service. Which, when you think about it, is pretty weird.

 After all, the CSRs are the people who interact with customers more than anyone. And the engineers (in this case) knew the product better than anyone. So doesn’t that seem like a bit of a disconnect?

In every organization and business, there are people who know the products and services the best. Whether that is the CEO who has the broad vision or the designers and engineers of the service, the SMEs in your team have in-depth knowledge of every facet of your operation. They know what happens everywhere. They should be taken advantage of.

Using Your SMEs in Customer Service

Obviously, most organizations can’t arrange for a CSR to spend their first day of work hanging around the lab. But there should be regular interactions with team leaders, and there should be a proper flow of information.

This can take a few forms.

  • SME Interviews. Customer service representatives should have regular opportunities to create questions for SMEs based on issues/questions/complaints they receive. If there is a common problem, it behooves your business to bring it to the people who know it best (not only can they answer a question, but it might also give the SME insight on how to make the product or service better). These can be presented to different departments by a CSR team leader, which will also help open up the information spigot.
  • SME Training Presentations. It isn’t a bad idea to have SMEs in your organization film training videos, where they talk about what they do, their knowledge of the product, and anything else that might be helpful. These should be regularly updated. Services like Facebook Live make this a quick and easy process.
  • Livestreaming conversations. Even more than videos, you could regularly arrange an “SME Chat” via video conference. It would be easy to set this up so that CSRs can ask questions directly.

Knowledge, to a customer service representative, is the most powerful currency. It allows them to comfortably interact with the customer, because they are able to understand the problem. And there is no one who can provide more knowledge than your SMEs.

It all goes back to understanding. Understanding what the client wants. Understanding what the product does. Understanding any possible disconnect. That’s why every part of your organization should learn from and interact with each other. It doesn’t matter if your customer service is in-house or you are working with a trusted partner: knowledge is the key to understanding. And that’s the heart of great customer service.

At RDI-Connect, we understand that your business is as unique as your customers, and that you need a true partner to understand every aspect of your organization and of your customers and clients. Our B2B and B2C customer service professionals work with you to provide the most well-trained and humanized customer care available. Connect with us today to learn more.

Source: http://blog.rdi-connect.com/using-subject-matter-experts-in-your-organization-leads-to-better-customer-service

Publish Date: May 30, 2017 5:00 AM


2020 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)
PH: (+61) 406 501 368

3.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390
 



View more from RDI Corporation

Recent Blog Posts:
Superior Customer Care Creates True Customer LoyaltySeptember 19, 2017 5:00 AM
Great Customer Care Creates New Customers Through Word of MouthSeptember 12, 2017 5:00 AM
Using Social Media, Bots, and Well-Trained Reps To Create A Customer-Care-as-a-Service PlatformAugust 1, 2017 5:00 AM
Become a Service Maester: 5 Customer Care Lessons From Game of ThronesJuly 11, 2017 5:00 AM
The Importance of Employee Retention in Customer Care CentersJuly 6, 2017 5:00 AM
The Emotional Intuition Factor: Why Humans are More Important Than AI in Customer CareJune 29, 2017 5:00 AM
AI and Customer Care Bots: Freeing Your People For the Tough QuestionsJune 27, 2017 5:00 AM
Memory and Human Emotions: How AI Turns Big Data Into Customer InsightsJune 20, 2017 5:00 AM
Using  Customer Speech Analysis  With AI To Improve Call Center PerformanceJune 16, 2017 5:00 AM
How AI Can Evaluate Employee Speech Patterns to Boost Call Center ProductivityJune 13, 2017 5:00 AM

Industry Champion Award Leaderboard

Submit Event

Upcoming Events

Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...
 1
 1543 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =