Must-know trends in IT inbound customer service training

Must-know trends in IT inbound customer service training

OABPO Blog Team Published on September 25, 2013
customer-service-training

As technology changes, so does inbound customer service. Whereas in the old times, customers need to talk face-to-face with a shopkeeper, today, all it takes to connect with a company is to pick up the phone or access the Internet.

According to Business2Community, companies need to keep up with current trends and train their staff to adapt to these changes to stay ahead of the competition.

Multi-channel support

The phone lines has always been the primary channel used for customer service, but companies who want to get better results need to set up more than a trunkline number. As Forrester has reported early this year, more customers are using web self-services, live chat modules, and communities for their issues.

To respond to the preferences of tech-savvy customers, a company needs to provide more entry points and train their representatives to provide inbound customer service in web-based platforms.

Mobile solutions

Mobile solutions are more than just a nice little addition to a company’s support channels. The increasing number of smartphone users who demand quick, on-the-go service makes it a requisite for the company and even a key competitive differentiator. Companies need to develop mobile web sites or apps with customer service functionality. Moreover, their agents need to be knowledgeable in transmitting information in a way that is suitable for mobile users.

Streamlined access to customer information

Additional channels are not separate from the primary customer service system though it serves as an extension of it. If a company has a newly implemented mobile phone support, it needs to make sure that the agents assigned to this platform also have the same resources as phone agents. That is, they have full in-demand access to customer information, including previously reported issues and purchases. This improves efficiency and equips your agents with pertinent information needed to assist customers quickly.

Following these trends helps companies deliver excellent-quality inbound customer service to the new generation of customers who have high expectations on various channels.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO47 minutes ago
#CallCenter leaders play a central role in helping campaigns grow. Team leaders especially are responsible for the progress and the quality of service that #CustomerSupport agents provide the brand's customers.

Here are the 5 biggest enemies of great leadership (and a few tips on how to be a good leader): https://buff.ly/3M5iMC0

Find great call center agents and team leaders to manage your brand's growth when you partner with Open Access BPO: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO19 hours ago
Personalized solutions empower brands to provide high-quality support to their customers and their growing needs.
With the help of a capable #CallCenter, you can be sure these areas are being covered: https://buff.ly/3sCjnTS

----------
Build your hyper-customizable #CustomerSupport, #BackOffice, or knowledge-based support program with Open Access BPO: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport
Open Access BPO
Open Access BPO1 day ago
With multilingual support comes multiple business growth opportunities. The best way to get aboard the globalization train is to partner with a multilingual #CallCenter: https://buff.ly/3Mmfkms

----------
Open Access BPO's services support over 30 languages. Contact us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#MultilingualCallCenter
Open Access BPO
Open Access BPO3 days ago
It’s Data Privacy Awareness Month at Open Access BPO!
For our first Weekend Link Roundup, we’re featuring posts about #DataSecurity and #InformationSecurity best practices: https://buff.ly/3weIWMU

Is Data Safe From Security-Related Outsourcing Issues?
https://buff.ly/38tH5uD

Best Practices to Boost Data Security in Call Centers
https://buff.ly/3sAEsya

Educating Your Customers About Information Security
https://buff.ly/3sAEsya

The Worst Threat to Business Data Security: Employees
https://buff.ly/38lgjF3

Deflecting Insider Threats to Data Security
https://buff.ly/3yC5mt5

How Open Access BPO Future-Proofs Your Offshore Operations
https://buff.ly/3wmGuEx

----------
Learn more about smart, secure, and scalable #outsourcing over at OpenAccessBPO.com

#WeSpeakYourLanguage
#DataPrivacy
Open Access BPO
Open Access BPO4 days ago
Having a branded #CustomerService strategy sets your business apart from others, helping grow your customers base and enhancing #CustomerExperience.

Here's how you can develop a branded customer service strategy: https://buff.ly/3L7FrMz

----------
Outsource #CustomerDelight without losing your #BrandIdentity: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #branding
Open Access BPO
Open Access BPO4 days ago
As more brands grow their digital products and services over digital platforms, it’s critical to educate customers about cyberattacks and information security.
Here’s what you need to keep in mind when doing so: https://buff.ly/3M5rKz7

----------
Partner with an #outsourcing vendor with robust #DataSecurity strategies: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#InfoSec #CyberSecurity #PrivacyAwareness
Open Access BPO