3 Ways to Use Slack to Improve Your Phone Support Efforts - Talkdesk - ContactCenterWorld.com Blog
Since its release in 2014, Slack has become a force to be reckoned with. Offices around the world (including ours!) have quickly incorporated Slack into their daily operations. It’s become abundantly clear that what initially started as a messaging app has become much, much more. Beyond simply facilitating intra-office communications, Slack has evolved into a powerful tool for increasing employee productivity, improving overall collaboration and unifying disparate business tools and systems.
Talkdesk Product Manager Alex Willen and Slack Account Manager Jesse Elliott discussed Slack’s new functionalities as relates to phone support teams in our webinar “Using Slack to Reinvent the Call Center Experience.” The two chatted about everything from the evolution of call centers to transparency in the workplace When used in conjunction with your call center software, Slack can have a big impact on your call center. Here’s how:
1. Slack modernizes traditional (and sometimes ineffective) call center features
Call centers are often thought of as an old-fashioned concept. As Alex pointed out in the webinar, call center solutions often have legacy features that, while once might have been useful, now often cause headaches for supervisors and agents. These can pose significant challenges for agent coaching and other vital day-to-day tasks that occur in the call center.
The solution here is to use Slack in conjunction with your call center software. As a communication platform, Slack offers a quick and easy way for agents to communicate with teammates during calls. Better still, using call center software that integrates directly with Slack allows for increased team collaboration in ways that minimize disruption to live calls.
For example, Talkdesk for Slack’s agent coaching feature is a new take on the traditional call whispering feature. By using Slack’s messaging functionality to coach agents behind the scenes during live calls, agents can focus more of their attention on the customer rather than trying to listen to both a supervisors and callers at the same time. This means less distraction for the agent and higher quality phone support.
2. SLACK = Searchable Log of All Collective Knowledge
Although this acronym is not where Slack originally got its name, it’s a handy reminder that Slack has a very powerful search feature. Everything that’s sent via Slack (messages, PDFs, Google docs, Word docs and more) is indexed so you can perform searches for just about anything. This makes Slack particularly useful as a reference tool for onboarding new agents and when agents simply need a refresher course on certain topics.
To ensure your call center is getting the most out of this feature, Jesse recommended creating dedicated channels for the topics most important to your phone support team. Channels can be created for known bugs/issues, frequently asked questions, onboarding and more. Supervisors can then post important announcements or documents in each channel. When needed, agents will be able to use Slack’s search function to locate the information they need with just a few simple commands. This can mean faster onboarding and faster case resolution times.
3. Slack improves team morale and company culture
As a messaging app, Slack is great for connecting teammates with other one another. The real-time nature of the platform eliminates the need for traditional email and allows for better collaboration. This increased collaboration helps improve team morale as agents are able to rally together to help should someone need assistance during a call.
Slack is also a great tool for providing the rest of your company with visibility into the accomplishments of your team. Announcing positive feedback from customers about your team’s phone support efforts in Slack helps keep the rest of the company informed and gives your team members a boost of confidence and pride.
A good call center solution will include out-of-the-box functionality that helps your team do all of this and more. For instance, Talkdesk for Slack offers the feature “Get Help” that provides a more seamless collaboration experience inside Slack by minimizing distraction for agents requesting help and making it easier for teammates to provide assistance as quickly as possible.
These are only three of the insights Jess and Alex revealed in their discussion. Watch the full webinar now to learn more tips and tricks for leveraging Slack in the call center including why Slackbot is an important feature, how to solve the common issue of too many Slack channels and much more.
Publish Date: July 8, 2016 5:00 AM
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