How often do you ask your employees how they’re doing? Aside from the typical stress that call center agents face, how difficult is it for them to execute their tasks? Have you ever asked them how they feel about the company?
Every contact center’s goal is to deliver an effortless consumer experience. In an ideal world, that means brief (or none at all) on-hold times, quick calls, full issue resolution, and effective customer service reps. But if agents are struggling because of disorganized internal processes, then here’s a sad news: all these are a lost cause.
To keep customers happy and stay competitive, businesses should be able to embrace market innovations and new trends. That’s why every new year is always a good time to update the brand’s strategies and ensure that everything addresses your customers’ evolving needs.
If you’re revamping your customer service this year, here are the five most important trends you must consider.
In this month, 25 years ago, the first-ever text message was sent by then-developer Neil Papworth to Vodafone director Richard Jarvis. While it wasn’t totally embraced during its infancy, it has slowly taken over voice communication and email as the most widely used communication channel. All of these came into fruition through hard work and two words: Merry Christmas.
In whatever facet of customer service, it’s often advised for businesses to underpromise and overdeliver. Underpromising sets the bar of expectations low for customers; overdeliver, means going beyond what is asked. When applied, simple requests become memorable moments; customers become more satisfied because of the positive customer experience. But is this practice worth the effort for your call center?
As much as you strive to provide each of your consumers high quality customer support, it’s important to note that service failures will still occur at some point. It may stem from your call center’s strategies and procedures, or a failure in the technology or tools you’ve been using, or it may be caused by one errant agent. It happens. It’ll frustrate customers; that’s expected. So, you have to make it up to them and repair the affected customer relationship.
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