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The CEO comes in one morning with the idea to slash training to increase profits. He thinks its brilliant, but your opinion differs. What do you tell him to reconsider? Here are some responses from industry professionals. For more great strategies and ideas, attend the Top Ranking Performers Conference in Las Vegas.
"Companies should re-evaluate and refocus their contact center activities but training could be even more important to re-train resources with new or re-positioned offers to address the times."
"Changes in the economic climate is going the create the need to provide training to deal with customers who are going to be even more challenging to deal with. This is the critical time to ensure customer loyalty by providing the positive customer experience. Studies have shown that staff are the differentiating factor in providing exceptional service, it is imperative that staff training is an ongoing process to leverage their talents."
The Customer Service Professionals Network (CSPN) is focused on helping companies provide the best possible customer experience. The Leadership Team at CSPN has 20+ years of experience helping compani... (read more)The Customer Service Professionals Network (CSPN) is focused on helping companies provide the best possible customer experience. The Leadership Team at CSPN has 20+ years of experience helping companies from various industry sectors improve their customer service, including Government, Finance, Banking, Insurance, Hospitality, Retail, Manufacturing, Gas & Oil, Pharmaceutical, Not-For-Profit, and Medical…to name a few. The unifying commonality that ties all these companies together is their dedication and passion towards the customer service profession and their commitment for continuous improvement and drive to make a difference within their organizations.
"I would suggest review of the entire training process to ensure effectiveness, then I would encourage review of the farther reaching financial impacts associated with ineffective front line staff and excessive employee turn over in the cost/benefit analysis."
"That would be a HUGE mistake - enabling & empowering your customer service people to better serve your customers is a major driver for growth. Cut training; you cut customers."
When Tony Alvarez and Bryan Marsal joined forces in 1983, it was with the intent of seamlessly linking operations, performance improvement and value creation to best help companies turn areas of stagn... (read more)When Tony Alvarez and Bryan Marsal joined forces in 1983, it was with the intent of seamlessly linking operations, performance improvement and value creation to best help companies turn areas of stagnation into growth to achieve sustainable results. This ethos remains at the core of our firm. We are the consulting firm known for asking tough questions, listening well, digging in and getting our hands dirty. We are fact-driven and action-oriented. We move our clients forward, to where they need to be. We are A&M.
"Two key points. Centralized workforces are repositories of knowledge within the organization. Investment by way of training makes sense in these environments for this reason.
Cutting corners will negatively impact Brand, retention, Customer satisfaction, and employee turnover. The costs associated with failure in these key areas far out weigh any benefits you could identify by cutting training expenses."
At Scotiabank Atlantic Contact Centre, our success truly depends on our greatest resource – our people. We are motivated by integrity, respect, commitment, insight and a contagious can-do-spirit and w... (read more)At Scotiabank Atlantic Contact Centre, our success truly depends on our greatest resource – our people. We are motivated by integrity, respect, commitment, insight and a contagious can-do-spirit and we are proud to foster a culture that is based on our community and teamwork. Our success as a premier financial institution depends on each and every employee that represents us. Our commitment to our employees provides us with a competitive edge; it contributes to customer and employee satisfaction, helps us meet our shareholder expectations and broadens our community relationships. We are a leading financial institution that believes in the power of our people. Our people are our core business because they are the reason why our customers choose to bank with Scotiabank. We care, we invest and our people are empowered to do the job. We at the Atlantic Contact Centre own the franchise so we work very hard at building our brand. We live by our philosophy of One Team….One Goal.
"Slashing training does not improve profits. At the initial stage contact centers focused much effort, on cost reduction, but today it is an accepted fact that to be a profit center a contact center must be a profit center that offers the customer satisfaction and value."
Tokyo University of Technology is a private university in Hachiōji, Tokyo, Japan. The predecessor of the school was founded in May 1947. After becoming a vocational school in 1953, it was chartered as... (read more)Tokyo University of Technology is a private university in Hachiōji, Tokyo, Japan. The predecessor of the school was founded in May 1947. After becoming a vocational school in 1953, it was chartered as a university in 1986.
"This approach makes no sense. Training is the best investment a firm can make for not only their employees, but for their customers. I would increase training to allow your front line reps to take more calls and thereby reduce the expenditures needed on your more expensive second tier agents."
PACE is the only non-profit trade organization dedicated exclusively to the advancement of companies that use a multi-channel approach to engaging their customers, both business to business and busine... (read more)PACE is the only non-profit trade organization dedicated exclusively to the advancement of companies that use a multi-channel approach to engaging their customers, both business to business and business to consumer.
Crystal Partners is a consulting company focussing specifically on independent consultancy and professional services in the area of customer relationship management and customer contact management.
... (read more)Crystal Partners is a consulting company focussing specifically on independent consultancy and professional services in the area of customer relationship management and customer contact management.
We support companies to achieve a long term profitable and enjoyable relationship with their customers.
About ContactCenterWorld: ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
Call Center Studio Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
CLink for CRM and Call Center Integration CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels. Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
Consilium UniAgent™ Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs. UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365... (read more)Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs. UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365, Oracle Service Cloud & Siebel, BMC Remedy, Sugar CRM, ServiceNow, SAP C4C, FreshDesk, and more. Consilium UniAgent™ CRM connectors are proven in over 110 countries with thousands of agents globally. Enterprises are proactively working towards enhancing their Customer Experience (CX) strategy to optimize omnichannel interaction throughout the customer lifecycle. Consilium UniAgent™ is delivering this as a Connected Digital Experience, being at the center of the agent and customer interaction. The 8.0 release of UniAgent™ is designed to help organizations deliver intuitive, contextual and experience-driven customer service across voice and digital channels (chat, SMS and social media.) As we enter the next stage of the global pandemic, contact centers are faced with the prospect of permanently allowing at least some of their agents to be Work-from-Home agents, without reducing the customer experience (CX.) UniAgent™ Mobile (UA™ Mobile) provides a mobile phone-based solution for Work-from-Home (WFH) agents, and can also be used from tablets or PC’s, all without the need for installing anything or requiring VPN. UniAgent™ is now available in a cloud-hosted deployment model. Our choices of subscription-based or owned-license pricing gives the flexibility customers and partners need. UniAgent™ can reduce call handling time, accelerate resolutions, and allow for faster call processing to reduce customer wait times in queue. Contact centers can shorten the total time agents spend on inbound and outbound calls, increasing agent productivity by up to 25% by providing customer information to an agent's desktop at the same time the customer call arrives. This cost saving alone can provide a rapid return on investment (ROI). In addition, quick resolution of customer concerns is possible because agents can now use the historical information in CRM’s to shorten call hold times and quickly address the problem. Finally, simple on-screen click-to-talk capabilities are integrated into the CRM screen, allowing agents to initiate outbound calls quickly. Features and Benefits • Automatic logging: Administrators and managers get Cisco CUIC reporting of all agent activity, and voice and non-voice contact activity is also saved to the CRM. • Omnichannel federation: Support for voice, chat, email, and Universal Queue/UQ routing with Single-Sign-On supported • One-click dialing: Agents need only to click on a phone number once in the CRM to place calls, saving time and removing the possibility of dialing wrong numbers. • Pre-packaged integration: Allows pre-packaged integration between CRM’s and the Cisco Unified Contact Center solutions for fast, easy installation, and easy upgrades when Cisco Unified Contact Center and CRM product versions change. • Full telephony functions: All telephony functions in the CRM agent desktop including phone control, caller identification, and screen pops • Proven architecture: A robust, proven architecture that has been successfully deployed for governments and Fortune 500 companies since 2008.
IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
CRM integration CRM We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.
This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
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ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
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