Login to Network
YES PLEASEI want this offer
NO ThanksSkip this offer
Group t-shirts have been made, alarm clocks are set, coupons have been clipped, and online sales notifications are turned on. Customers are geared up and ready to snag some hot deals during the biggest shopping weekend of the year. Are you? Whether you’re a small business or larger retailer, preparing your customer service team ahead of time will help you survive the holiday madness. Here are a few tips to help you avoid getting trampled.
Information from prior years will provide you with a general idea of how well customer inquiries and concerns were managed. Looking at historical trends also provides guidance with forecasting staff levels, scheduling, and training. Take it a step further and review customer and employee satisfaction surveys during the same period last year. Were there any anomalies? Were you understaffed? Did a gap in the training process cause challenges? Make the appropriate adjustments before heading into this year’s holiday season to ensure you and your customers have a holly, jolly Christmas.
Keeping your employees happy and empowering them translates to a better customer experience. Invest in your talent by providing the proper applications and training necessary to help your employees handle high stress situations. Recognizing customer tension and understanding how to diffuse it also shortens the resolution time and improves customer satisfaction and net promoter scores. Additionally, you can win no-win situations by helping your employees frame adverse situations optimistically, educate customers in ways that reduce their anxieties, and anticipate customer needs to lessen effort. While product training is an important part of sales also consider introducing a behavioral-based training to take your customer experience to the next level.
At Startek, we utilize our proprietary Ideal Dialogue Essential Habits Method to train customer-facing teams to create an unmatched and effortless customer experience that is personal, professional, and punctuated by moments of spontaneity. Based on decades of empirical research in the social sciences and perfected in our Communication Science Lab, the Essential Habits form the foundation for dialogue, the most effective communication design, which is scientifically proven to maximize customer satisfaction, sales, and retention – regardless of channel. Give your team the right tools to deliver that personalized and professional experience every customer has at the top of their wish list.
Customers want to interact with brands in the channels of their choice. And different channels provide unique opportunities for sales and customer service. According to a consumer survey by Adobe, 58 percent of millennials will visit a store first to see an item they want to purchase online. Much like millennials, some customers may use more than one channel to communicate, which is why it’s important to have all your bases covered.
Instead of going through the motions this season, have a plan and make a list. Maybe even check it twice because your customers will know if the service they receive is naughty or nice.
If you want to learn more about how Startek and Aegis can elevate your customer experience visit our contact us page today.
Source: http://www.startek.com/news/customer-service-ready-black-friday
Publish Date: November 8, 2018 5:00 AM |
| 1.) |  Aspect Workforce Management Aspect Workforce Management is an award-winning, best-of-breed software solution for enterprise contact centers, designed to help managers accurately and easily forecast staffing requirements to ensure the right agents are available at the right times, across all customer-facing inbound, outbound, blended and back office resources. Taking into account factors such as skill levels, scheduling constraints, regulatory labor restrictions, demand and service level objectives, Aspect Workforce Management helps businesses achieve contact center SLAs at the lowest possible labor cost, while improving both agent engagement and the customer experience. Agents can also manage their scheduling need... (read more) PH: 1-888-547-2481 https://www.aspect.com/call-center-solutions/workforce-optimization/call-center-workforce-management      |
| 7.) |  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 |
| Prepping for one of the largest shopping events of the year – are you ready? | July 11, 2019 5:00 AM |
| Improve Patient Trust Through Dialogue | May 30, 2019 5:00 AM |
| Hello! How May A.I. Help You? | January 24, 2019 5:00 AM |
| Going Back to the Future with Human Connection in 2019 | December 6, 2018 5:00 AM |
| CX Trends That Will Continue to Make an Appearance in 2019 | November 29, 2018 5:00 AM |
| Black Friday, Small Business Saturday, Cyber Monday - Is your Customer Service Team Ready? | November 8, 2018 5:00 AM |
| Finding Your Social Voice – Tips from Our Social Media Expert | October 4, 2018 5:00 AM |
| Will Healthcare Customer Service Centers Be Staffed by Chatbots in the Near Future? | August 23, 2018 5:00 AM |
| Optimism is Contagious Especially in Customer Service | June 7, 2018 5:00 AM |
| Press Pause on Conversational Backtracking – Maybe?? Why Reducing Conversational Backtracking is Important | May 10, 2018 5:00 AM |
LOGIN WITH YOUR CONTACTCENTERWORLD.COM ACCOUNT
