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.
Publish Date: November 8, 2018 5:00 AM
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...
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.
Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!
|4.)||Lieber & Associates|
Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
PH: +61 (0) 3.9008.1700
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.
*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...
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.
There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.
VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.
QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
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