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

Interactive Intelligence Named a Top 10 Place to Work for in Indianapolis

It seems like the end of the year needs to get here faster. The reason is Contact Center Solutions Community sponsor Interactive Intelligence may run out of space at its headquarters in Indianapolis, IN because of the recognition the company has received in just the past few weeks. [ Read More ]
12/16/2014

Frontier Communications Adding to Bi-Lingual Customer Service

As has been noted in several postings in TMCnet's contact center solutions community, being able to offer multi-lingual, but importantly in the U.S. bi-lingual customer care with Spanish as the second language, has become critical in almost every vertical market. Indicative of this is the announcement from TMC's home state, dominant service provider Frontier Communications has announced it will add 25 employees to its Connecticut contact center. The reason for the expansion is to provide support… [ Read More ]
12/15/2014

Rush Enterprises Grow Dealership and Contact Center Network

One of the reasons the contact center solutions business has been and will continue to be robust is rather obvious, i.e., as companies grow they need to grow their ability to provide great customer experiences both physically and virtually. An example of this comes from Texas-based Rush Truck Centers (RTC), the dealership arm of $3.4 billion conglomerate Rush Enterprises. It has announced that not only is it expanding its footprint in Florida and Texas, but at the same time it will be adding to … [ Read More ]
12/15/2014

Contact Center Solutions Week in Review: Interactive Intelligence, Google and Avaya

Contact Center Solutions Community news and ingights including the growing importance of WebRTC. [ Read More ]
12/13/2014
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!