Today’s connected consumers are the ones driving the revolution in retailing. With the ever-expanding array of communication and social media platforms at their disposal, allowing them to research and shop anytime and anywhere, they often end up spending more than intended.
However, with this retail revolution also comes new expectations and potential drawbacks. For instance, businesses are now increasingly expected to provide instant customer servicing. Organizations that fail to live up to this expectation are shooting themselves in the foot.
Furthermore, social media networking sites are easily used by less-than-satisfied customers to rapidly and publicly vent their frustrations, potentially sending viral shock waves around the world and resulting in lost business and worse, a tainted reputation.
Despite this unfavorable use of social media by customers, many organizations are still slow to face up to the realities of the rapidly expanding digital world. Studies carried out by social media analytics claim that the overall response to social media inquiries is just 55 percent. On Twitter, the global average is a mere 32 percent. Even organizations that do use social media are sluggish, typically taking almost 6 hours to reply to Twitter inquiries and over 13 hours (!) to Facebook inquiries.
Automation – the way to go!
The increase in social media inquiries coming into the contact center can be overwhelming. However, state-of-the-art automated workforce management (WFM) solutions can combat this with flexible scheduling and real-time data extraction so as to be able to make meaningful service adjustments, such as re-allocating the right agents to omni-channel inquiries. The results of automation have also proven to save organizations substantial time and money as well as boost agent engagement, productivity and service delivery.
Step up to social media challenge – so much more than technology
Contact-center managers should take a total approach to customer interaction by providing their staff with efficient processes and effective technology. Here are some great tips that will help you get going on an omni-channel approach to customer servicing:
What’s more, learning has been made fun today with the latest gamification techniques that promote employee engagement. Agent groups, for example win points or badges via online games. To improve personal performance, individuals can even compete against themselves.
Ultimately, being able to make adjustments throughout the day makes for a much more agile frontline workforce that is better equipped to deliver an excellent customer experience, at a lower cost – whatever the channel.
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
Published: Wednesday, June 15, 2016
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