Contact Center Solutions Featured Article

New Study Highlights Importance of Positive Approach to Contact Centers

November 26, 2012

Businesses and government entities alike have long known that contact centers play a very large role in the success of an operation. What businesses especially are having a problem embracing is the right approach in order to truly get the centers to operate with peak efficiency. There are still quite a few entities who feel that success, when a call center is involved, is simply talking to as many customers as possible. A new study by the Customer Contact Association (CCA) underlines yet again that in order to truly get the most out of a call center, making sure the customer is happy when the call is ended is the biggest key.

Entities across the country are just starting to understand how important it is that they find a way to keep their call centers online in the middle of a natural disaster, but far too many companies still look at their contact centers as a place to spend money. In reality, running a contact center the right way will actually mean a new source of revenue. 

So how can a company find a way to keep their customers and callers happy? The study points to allowing more departmental collaboration is a huge key. At the moment, quite a few contact centers have compartmentalized the different functions at a contact center. One of the big ways in which they must change is to have everyone in a contact center working together to solve a problem, instead of having the issue passed up the chain one by one.

The other main aspect of this new approach is that the contact center employees must see themselves as agents of the caller. There cannot be an adversarial approach, or “us versus them” situation when it comes to a call center. The employee must act as though solving the caller’s problem must be something that the employee takes personally. Doing this will mean happier callers and a more successful endeavor overall.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.


Edited by Rachel Ramsey

Article comments powered by Disqus

Related Contact Center Solutions Articles

Service Turns Smartphones into Full-Featured Call Centers

Although some VoIP and cloud-based services may offer competitive prices similar to what BatCrab offers, the complexity of some systems may be unnecessary for all small businesses. Often, the smallest of operations are the ones most strapped for time and money, so it only makes sense that they would want something simple to set up that is also effective. [ Read More ]
08/20/2014

Are You Optimizing the Customer Experience?

How do you measure the customer experience? Is it based on whether or not you end the interaction in a sale, the number of customer complaints you get or feedback that truly captures the voice of the customer? It is an ongoing challenge to measure the customer experience and examine whether your assessment is based on internal measures or information gleaned from the customer base. [ Read More ]
08/20/2014

Interactive Intelligence PureCloud Ups the Ante in Customer Experience and Collaboration Solutions

It is not very often that a technology solution that is poised for general availability can be viewed as likely to raise the competitive stakes in a market. That said, when a company bets big and appears to have already changed the way customers and competitors discuss market evolution, as Willy Loman in Arthur Miller's masterpiece play Death of a Salesman says, "Attention must be paid!" Such is the case with Interactive Intelligence PureCloud, which as the name says, is pure cloud since it is m… [ Read More ]
08/20/2014

TantaComm Clears PCI DSS V3.0 Certification

In order to safeguard its customers' credit cardholder personal information, TantaComm, a provider of customer interaction recording, compliance, and performance management solutions, completed its annual certification to PCI DSS V3.0 standard. Also the company has added HIPAA Compliance to its suite of offerings. [ Read More ]
08/18/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!