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Article : 5 Principles of Good Customer Service

#contactcenterworld, @Calabrio

As customer experience management tops the business agenda, the spotlight falls on contact centres and agents take centre stage. Make yours stand out from the crowd with the right strategy. Magnus Geverts at Calabrio shares his essential guide to Good Customer Service.

Customer service is now a key differentiator in the eyes of consumers and companies alike. Ever since the COVID crisis, 60% of consumers report they now have higher customer service standards and the trend is set to continue with 73% of business leaders reporting a direct link between customer service experience and business performance. This is welcome news for contact centres because a strategic focus on CX is the perfect opportunity to provide a stellar performance and help their organisations to shine. Put your contact centre on the right track with a step-by-step guide to improving customer service that blends people, process and technology.

Top 5 principles of good customer service

  1. Create a vision of what excellent service looks like – start by involving agents, the people who know your customers best. Use their knowledge, experience and skill set to share successful customer interactions, and a few not so good ones, to create a useful baseline. Go back to basics, business is an interaction between two human beings–one a buyer and the other a seller. The old adage ‘people buy from people’ underpins every good customer service strategy so bear this in mind when creating your own vision of what excellent service looks like.

  2. Manners matter – and they start from inside an organisation and from the top. Treat agents with the appreciation and respect they deserve and those qualities will filter downwards and outwards, ultimately affecting how agents treat customers. Displaying manners raises morale but make sure courtesy words such as ‘sorry’ and ‘thank you’ are meant sincerely and not used as a pause mechanism during difficult customer conversations. After all, service with a chip on the shoulder never ends well for the agent or customer.

  3. Build a brand ambassador programme – to help agents put your customer service vision into practice. Truly engage agents by encouraging them to perfect a compelling storyboard that makes your organisation stand out from the crowd. Make this brand story part of the agents’ mindset so it becomes second nature when interacting with customers, whatever the channel. Train new recruits and experienced members of the team then inspire and motivate them through gamification. Offer rewards to those who share their brand story successes and learning, with others. This gives everyone the opportunity to shine and customers will pick up on the positive energy and enthusiasm and pass the good news onto others.

  4. Enhance recruitment by making all-round agent care and development the biggest perk – turn your recruitment strategy upside down to hire the best agents for the new world of increased customer expectations. The majority of adverts for agent jobs are underwhelming and do little to improve customer service with bland statements such as "Can you demonstrate empathy?" and "Look, you get free gym membership." Consider how much more stimulating it is to read: "We will teach you invaluable skills for the world of customer experience and your role within it." Such messages emphasise the contact centre cares about the futures of its employees. When a contact centre backs this commitment to development by creating progression pathways through the company, it improves recruitment and motivation. In turn, the team delivers better service to customers.

  5. Elevate your customer service strategy with Workforce Performance – think differently, introducing processes and solutions that strategically support and maximise overall workforce performance, rather than simply offer a route to workforce optimisation. Do your agents know what customers are feeling at every stage of the customer journey? Can they pre-empt what will make or break a good customer experience? Focus on the human element of customer – and agent - conversations to develop the right training and management techniques. Harness the power of data-driven analytics to give agents the intelligent insights they need to flourish and deliver the best-ever customer service.

#contactcenterworld, @Calabrio


About Magnus Geverts:
Magnus Geverts is VP, Product Marketing and Management at Calabrio, formerly Chief Business Development Officer at Teleopti ahead of the Calabrio acquisition. He has more than two decades of experience in the Workforce Management and customer service space, working in a mix of roles, in RnD, consultancy and business development.

About Calabrio:
Company LogoThe digital foundation of a customer-centric contact center, the Calabrio ONE suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management and personalized coaching. Only Calabrio ONE unites WFO, agent engagement and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
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Today's Tip of the Day - Language Options

Read today's tip or listen to it on podcast.

Published: Wednesday, September 14, 2022

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2024 Buyers Guide Telecoms

 
1.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

2.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

3.) 
Scopserv Integrated Services

ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system

4.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
 

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