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News : A Cultural and Technological Revolution in the Contact Centre

#contactcenterworld, @wearekura, @contactbabel

Glasgow, Scotland, Oct 16, 2017 -- Together with ContactBabel, we recently conducted a survey of over 100 UK contact centre decision makers. Encouragingly, we found that 71% of leaders believe their advisor morale to be "good" or "very good". A similar, albeit slightly lower, figure of 64% believe that their advisors provide "good" or "very good" customer service. It seems like that old phrase "happy advisors make happy customers" might just be true.

Factors affecting morale

A positive morale figure of 71% isn’t bad at all, but how can contact centres go about increasing advisor morale?

Salary, advisor empowerment, and technology all tied in first place, with each appearing in 38% of responses. However, of these, salary was most often listed first – in 21% of responses.

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Factors affecting performance

Interestingly, however, the next question in our survey asked contact centre leaders how advisor performance could be improved – and here higher pay ranked low in the results.

Advisor empowerment and technology solutions, on the other hand, again ranked highly. In fact, 19% of respondents put advisor empowerment as their top factor for increasing advisor performance – a higher result than any other.

The no. 1 factor affecting customer satisfaction

Moving from advisors to customers now, what makes good customer service? Another question in our survey found that 69% of respondents consider first contact resolution to be the factor their customers value most highly.

It’s an old metric, but even in our modern multi-channel world, first contact resolution still matters. Nowadays, you just have to bear in mind that that first contact might not be by voice.

Of course, first contact resolution matters to your advisors as well as your customers. Why? Because when your advisors can’t help your customers, morale falls.

It’s clear that there’s a connectedness here. Improving customer satisfaction; improving advisor morale and performance; reducing staff attrition and callback levels and therefore reducing costs – they’re all connected. And they can all be addressed by focusing on two things.

Empower your advisors and give them the technology that they need to do their job. Tactically, these are the best things to focus on when trying to improve your contact centre operation.

Empowerment through technology

The survey confirms everything that the Inisoft team has learned during our many years of developing contact centre solutions. Our learnings, and feedback from many advisors, have culminated in our latest product: Syntelate XA. XA stands for Expert Advisor – because advisor empowerment is at the heart of our product.

Our unified agent desktop lets advisors handle voice, email, SMS, web chat, and social media all from the same simple interface.

#contactcenterworld, @wearekura, @contactbabel

Posted by Veronica Silva Cusi, news correspondent
Source: Kura


About Kura:
Company LogoRESPONSE is a customer contact centre and business process outsourcer, providing services for a number of the UK’s most successful brands. With over 2,200 employees across three locations, we manage over 1.8million customer interactions each month on behalf of our clients. Our Software Solutions Team create products that not only assist us to differentiate our own contact centre capabilities but also provide support for other organisations in meeting their own customer contact objectives. RESPONSE is more than just an outsourcer. We focus on building rewarding relationships with our people, our clients and their customers.
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About Contact Babel:
Company LogoContactBabel, a contact center and CRM analyst firm, was set up in 2000 by Steve Morrell, a leading expert on the contact center industry.
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Today's Tip of the Day - Do Your Wall Boards Really Help?

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