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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.

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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 - Customer’s Expectations

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

Published: Wednesday, September 14, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

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)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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