Have you noticed the recent increase in use of cell phones and tablets to streamline tasks in organizations lately? Unified Communications have pushed digital transformation forward by allowing schools, churches, and restaurants to use mobile devices to communicate more efficiently and effectively.
Let's talk about a few examples:
Workforce optimization is the practice of improving and automating the overall efficiency of employees at an organization. Are you currently scheduling your employees through the use of Excel spreadsheets? Did you know that you can gain up to 30% more out of your staff by utilizing a Workforce Optimization program. Software allows organizations to be better with their time and labor which impacts the organization’s bottom line.
Here are six rules for inbound contact centers:
Today's customer is more tech savvy and mobile than ever. If you aren't embrace technology within your contact center, your competition might be. We've been discussing more and more over the past few weeks about the omnichannel experience and digital transformation. Today we wanted to give you a strategy checklist to help you begin transitioning into building your digital strategy. The handout lists a few ways digital transformation can impact your business, employees and customers. You can download it here or click ont the picture. If you want to learn more, reach out to us for a quick technology assesment.
CXM recorded a webinar on compliance for call recording. Ensuring compliance is a key concern for most organizations. This webinar will include a short overview, live demonstration of benefits of CXM software, and a Q&A session of how our software helps customers enforce regulatory compliance:
- Are you using live chat? If customers go to your webpage, do they have the ability to ask a quick question using a chat function? If not, you need to consider enabling this. According to a Forrester report, 63% of customers said they were more likely to return to a website that offers live chat as opposed to one that doesn’t. Furthermore, the average online chat resolution is 42 seconds. That gives your customers the answers they need in less time which frees up your agents to handle more customer inquiries.
- Have you enabled omnichannel features? Can a customer email you, and easily switch to a voice call while maintain the conversation and recording the interaction? Customers these days want to reach out to you using a variety of methods, but sometimes a call is necessary later on in the process.
- Can you customers utilize self-service features? Customers continue to turn to Web self-service, mobile apps, and visual IVRs instead of phone calls. Think about how much mobile apps have influenced self-service for the banking industry. Now you can easily transfer funds with the click of a button instead of making a call or going into the bank.
- Can your agents work from home? Give your agents the ability to work from home to reduce overhead and over-turn. Agents no longer spend time traveling to and from and office because they have the tools to service customers remotely.
- How is your organization utilizing social media to drive customer loyalty? In 2012, Gartner made a bold statement about social media customer service. “Organizations that refuse to communicate with customers by social media will face the same level of wrath as those that ignore today’s basic expectation that they will respond to emails and phone calls.” Five years later we are seeing shift from gaining new customers and marketing to responding to current customer service needs through social media
Want to learn more about ways your competition is increasing customer service within their contact center? We have a whitepaper you can download with more ways you can improve your contact center.
What do you think the biggest problem in a contact center is? Employee retention and attrition. Employee turnover plagues a contact center's bottom line. Customer service employees are expensive to train, coach and develop. They also handle a company's most valuable asset - customers. Agent retention is dependent on the ability to receive effective training and coaching. Being able to record and report on calls with timely feedback provides agents with the ability to give customer's better service. When an employee feels confident about their job, they perform higher and want to work harder. Customer calls are answered faster, given better service and the employee feels like they did a good job. When an employee is able to review feedback quickly, they can make immediate adjusts and it allows them to receive positive reinforcement on what they did right. Here are three ways call recording and reporting affect agent retention:
- Take a recorded call and turn into a training opportunity - Recording calls allow an organization to ensure policy and procedure adherence. The call can be quickly reviewed and then a grading form can be utilized to show an agent how they did or did not follow procedures. Timely feedback turns into the opportunity for a supervisor to recognize where learning gaps exist. Once a gap has been identified the manager can provide follow up training and coaching.
- Create value for an agent through call recording - Whether you are trying to identify trends in speech or simply giving an agent positive feedback, call recording allows managers to create better value for their agents. A manager or agent can easily locate, listen and grade a call with the click of a button.
- Give employees tools that are easy to use to provide a better environment - Happy employees are productive employees. When a user can easily nagivate through a software program and locate the information they need, it provides the business with better results. The employee is efficient and effective through the use of their tools which creates better customer relationships and keeps employee retention high.
Many sofware programs record calls, but many do not have easy to use tools or simple searching and grading capabiliites. Co-nexus provides solutions that are streamlined in implementation and have excellent user adoption. Reach out to us today for more information on how to increase your employee retention and decrease turnover in your contact center.
Recently, Co-nexus stumbled upon this article about customer service from an old Chevrolet Service News publishing. It was dated December, 1955. We started thinking about how technology has enhanced and impacted the a customer's experience. Although in its design technology is supposed to help a client and a business communicate better, it doesn't always work out that way. If not strategically designed, it has the opposite effect on customer service. As technology develops more and more to create efficiency within a business environment, the customer can be left to fend for themselves. Technology cannot replace human interaction, but enhance it and make everyone's life a little easier.
Topics: Customer Experience