Customer experience is a dynamic journey best served by systems, workflows, and agents that continually improve. The most successful organizations set up the contact center for ongoing feedback and capture knowledge as it grows and changes. Continuous training is delivered in bite-sized sessions, incorporating both technical knowledge and personal skills development to deliver better customer service.
So, how do you create a contact center environment that both motivates agents and enables great customer experience?
At Bright Pattern, we believe in the agent empowerment model, which means giving agents the tools and technology they need to succeed. The same goes for supervisors—successful coaching and training requires having the right system to turn team insights into real feedback that agents can use.
To empower agents in your contact center operations, we recommend a full-circle approach, in which supervisors continuously do the following:
Providing timely, constructive feedback is one of the most impactful ways to empower agents in your contact center operations. Real-time tools such as customizable wallboards consolidate individual and team metrics, as well as provide experiential feedback from customers. With instant insights on what works best, agents can take immediate action to improve their own performance. Giving agents more autonomy to fine-tune their skills and improve results helps keep employees motivated and engaged.
Supervisors, too, should look at metrics not just for past performance reporting, but to spot examples of successful interactions that can be captured, translated into best practices, and shared with agents. Continually helping agents to improve reinforces the notion that the company values them as employees.
Customer experience hinges on empowering agents with the right training, tools, and service model. When your contact center operations revolve around the agent empowerment model, the benefits reach everyone—supervisors, agents, and customers alike.
For contact centers, these benefits are just the tip of the iceberg:
About Bright Pattern Inc:
Bright Pattern is an effective cloud contact center software which helps businesses to simplify multichannel service. Bright Pattern’s solution features enterprise-grade architecture that offers non-disruptive maintenance with on the fly upgrades and scales from 5 to 10,000 concurrent agents with a measured 99.99% uptime. Bright Pattern’s out-of-the-box CRM integrations increase agent productivity with integrated UI, click to call, screen pop, and activity history, automatically saved with the ticket. Bright Pattern’s solution has usability that is second to none with a new intuitive desktop for managing omnichannel experiences, a unified interface to set-up and modify workflows, and a monitoring, reporting, and quality management for and across all channels.
Published: Monday, August 27, 2018
|1.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
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.
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Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
SIP TRUNK PROVIDER
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Demarc Network Traffic Monitor
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If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.
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