Attempting to arrive at a customer service definition that everyone in your company would agree with might seem a fool’s errand, but taking a step back to define its key elements can be a useful exercise—one that can help you focus on what really matters to your customers and to your businesses. Let’s deconstruct what we mean when we say customer service.
1. Service through the sales life cycle
At its most basic level, customer service means providing support to customers throughout the purchase life cycle: before, during, and after. That entails delivering the right service experience—either self-service or agent-assisted—to the right user at the right time within a company’s budget and customer experience goals.
Those customer experience goals serve a crucial business need: attracting and retaining customers in a highly competitive marketplace. Customers will purchase more goods and services after a good customer service experience, and even more will stop buying after a negative experience. Those experiences have a long-lasting impact: nearly a quarter of customers continue to seek out a vendor two or more years after a positive experience. In other words, customers have long memories. Work with company leaders to ensure all employees, not just support reps, treat your customers well. Otherwise, be prepared to see them go to your competition.
2. Building relationships with customers
Customer service is not just about providing support throughout the purchase life cycle—it’s also about looking out for customers’ best interests and being empathetic to their emotional states. Building relationships with your customers isn’t just about providing support. It’s about valuing your customers’ time and being kind.
Doing so not only helps your company retain those customers (see a trend here?), it helps drive promote your brand as one that actually cares about it’s customers, helping you attract new customers through online reviews and word of mouth.
3. Adding value to the product or service
Finally, customer service is the process of adding value to your product or service. Your product could be the best thing since sliced bread, but it won’t be complete unless you offer service to your customers. And by focusing on serving your customers’ needs, you unlock critical analytics (via CRM tools, surveys, and so on) that you can use to drive business decisions that will ensure that your customers get the products and services that they want down the road.
But it goes far beyond data mining. You can add value by offering white papers and other resources, and by providing information that helps your customers use products more effectively or run their businesses better, those patrons will be more likely to view you as a trusted partner.
Learn more about defining your customer support, read Forrester’s report, 2017 Customer Service Trends: Operations Become Smarter and More Strategic
Publish Date: May 22, 2017 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...
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!
|3.)||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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