* Reinvest in current customers. Re-allocate resources to take extra care of those customers who have stuck with you.
* Cross train your people. Cross training your call center reps will improve productivity and add flexibility to your schedules.
* Take new approaches. If your customers aren’t spending time on Facebook, Twitter, LinkedIn.com, etc., they will be soon. Make sure your company is visible on these social networks and easy to find. You’ll want to include social network monitoring and response as part of your agent cross-training.
* Consolidate troops. Move all your teams and departments to the same location to save money on technology, energy and training cost. Taking it a bit further, you could combine your purchasing power with other companies to gain greater negotiating leverage and reduce costs. This applies not only to purchase products and supplies but also to services. What contact center does not utilize a cleaning service?
* Reinforce the basics. Simple fine tuning of courtesy skills can have a dramatic impact. Even if you have not implemented an automated quality monitoring system yet, set up some peer evaluation and coaching as part of your new cross-training regimen.
* Reward your people. Innovative rewards and incentive programs can motivate and refocus your team. Make it fun to achieve.
* Personalize your CRM efforts. If you have call handling scripts, think about adding some personalization. Add some fields in your CRM for your customer's birthdays, sports teams, local town, family status, etc. Next time the customer calls in, they will feel special and truly cared about, and most importantly – “they're more than a number” to you.
* Capture the “WOW”. Have your reps add some notes on the "wow" moment - that moment when a customer seems to really show their satisfaction. Save these recorded calls to a "Best Of" media library and share amongst the organization. This will not only beef up morale but can help in training new hires.
This blog features many contact center industry news stories and also assembles tips for improving agent performance and customer experience, helping teams evolve into world class contact centers. It's an open forum for call center supervisors, agents, vendors and managers to contribute news, stories, anecdotes and other useful information with their peers. Industry vendors and analysts are encouraged to share client success stories.
Friday, March 06, 2009
Subscribe to:
Posts (Atom)
Popular Posts
-
We are pleased to announce that Advocate Physician Partners , located in Mt, Prospect, IL, has selected CSI's Virtual Observer Professio...
-
The Dashboard Analytics feature set available in Virtual Observer 4.0 has many benefits for today's busy contact center: Gain real...
-
From the Zendesk Blog : In 1972, a simple video game mesmerized players around the world: Pong. Despite its rudimentary black-and-white ...
-
- FAQs: Add a frequently asked questions page on your website as part of a self-service initiative. Customers can reduce effort by quickly...
-
I actually found two articles related to Netflix 's customer service operation. The gist is that they have removed email-based customer ...
-
1) “Treat people as if they were what they ought to be and you help them become what they are capable of becoming” - Johann Wolfgang von Goe...
-
Companies have long relied on location, product innovation and pricing to gain a competitive advantage. However, customers can now find ne...
-
There isn't much room for customer service mistakes these days. After all, every business has a CRM system, a quality moni...
-
The cloud contact center layout presents a standard foundation to provide a stable and ever scalable platform, allowing customers an afforda...
-
Did you know... Virtual Observer (VO) can be used to record screens in a dual-screen environment. Dual-Screen can be very effective, doubli...