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

Accenture Releases Survey on Digital Police Solutions

Accenture has released a new survey on digital police solutions and how police can better serve their citizens using technology. [ Read More ]
11/24/2014

Contact Center Solutions Week in Review: Interactive Intelligence, Aspect Software and Nice Systems

What an unusual week in the Contact Center Solutions Community. I never thought I would use the word "war" in an article for the community, but interestingly in different context I ended up using it not once but twice. [ Read More ]
11/22/2014

Aspect Software Declares War in Workforce Optimization Market

We may be closing in on the holiday season and a time of "good cheer," but reality is that competition in business is a 24/7/365 affair. And, depending on whether you are a competitor or possible customer, it looks like this holiday season thanks to a new initiative by customer experience solutions provider Aspect Software you are either looking at a possible lump of coal in you X-mas stocking or a valuable present. The reason is Aspect has dropped the gloves in the hotly contested Workforce Opt… [ Read More ]
11/21/2014

Ozonetel Integrates CloudAgent with Zoho CRM

A big part of improving the customer experience, regardless of whether you are an enterprise or a service provider, is breaking down the silos of customer information that exist inside an organization. Having a full view of the customer is important to customer lifecycle management and hence the overall customer experience. And, one of the big places to look for enhancing visibility into all things customer related is obviously tight integration with various capabilities with customer relationsh… [ Read More ]
11/21/2014
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!