Contact Center Solutions Featured Article

Call Centers Succeed with Enhanced Customer Service

July 10, 2014

Businesses the world over are beginning to find out customer service is the key to success. With regard to their chosen brands and those brands' respective call centers, customers are driving the demand for interactive services that include video chat, texting, email support, and a host of other capabilities that reach far beyond the traditional phone call.

In addition to what TMC has previously discussed, a recent blog post at AT&T (News - Alert)'s Network Exchange lists several ways in which call center managers are innovating their businesses' practices by focusing on their customers above all else.

First, AT&T says managers are trying to meet customers where they are. This is not just a matter of location; instead, it is allowing the possibility that customers can reach customer service from any device regardless of where they are physically stationed. Managers want customers to speak to business representatives through social media and online video portals from their phones if they want and through voice or texting if necessary.

Once customers initially connect with their brands, representatives need to route them to the correct people who can answer their questions and solve their problems. Callers do not want to spend time jumping from person to person, and managers are using intelligent computer systems to help representatives route calls effectively and efficiently.

Smart managers are also beginning to measure success by their quality of customer service. Research has shown that not every manager is making the connection between revenue and customer interaction, but modern call centers are starting to add personal engagement into the equation when they consider their key performance metrics. To that end, managers are beginning to analyze representatives' performance with advanced tools such as speech analytics that provide measures of customer/representative interaction without forcing customers to fill out satisfaction surveys.

Finally, AT&T notes that call center managers are working with other business departments to make themselves more agile and more knowledgable. For instance, they may work with marketing departments to provide company salesmen with feedback about how social media is affecting overall customer satisfaction.

The face of the modern call center is rapidly changing, and managers in the know are adapting with the needs of their customers. They are responding to customers' collective desire for technology and personal interaction, routing and analyzing calls with speed, and ultimately making their departments more effective by tearing down the wall that has long existed between the call center and the rest of the business world.




Edited by Maurice Nagle

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
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!