8 WAYS TO IMPROVE CUSTOMER EXPERIENCE IN CONTACT CENTERS.

Contact centers are very important in today’s world as many businesses operate a contact center to deal with customer’s problems. It is never easy to make sure a customer is satisfied. It becomes increasingly important to ensure customer interaction is on the top, so that it improves customer experience.

Customer Experience is the product of an interaction between an organization and a customer over the duration of their relationship. This interaction is made up of three parts: the customer journey, the brand touch-points the customer interacts with, and the environments the customer experiences (including digital environment) during their experience. A good customer experience means that the individual’s experience during all points of contact matches the individual’s expectations.

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Here are 8 amazingly simple steps to improve customer experience in contact centers:

Performance Evaluation of Contact Center Agents.

It is very important to hire and train excellent agents, to ensure a positive customer experience. However, what can contact center managers do to monitor their agents, so that they can re-train agents that needs more coaching?

This can be resolved by using the speech analytics. This gives managers the ability to find out the main reason of customer calls and work hand in hand with agents to settle problems before they increase.

Customer’s Expectations Exceeded.

Meeting customer’s expectations and exceeding them are 2 different efforts. Customer Experience is known as excellent only when your group tries to meet the needs of a customer and then goes beyond to exceed their expectations.

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Every Call Is Important!

The IVR channel should never propose busy signs when customers call in to self-serve as this appears evident, and it is frequently neglected. Agents should use an expert voice to guarantee consistency over all territories of the IVR which also incorporates temporary messages.

Reduce On-Hold Times.

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Let’s face it, NOBODY likes being put on hold during a phone call, especially a call from a contact centers! However, it is nearly impossible to avoid putting a call on-hold, as there might be an issue that requires further internal checking, that takes a while. But, companies should work on reducing the time they put their customers on-hold. This will not irritate a customer and increase satisfaction level towards the service.

CEM Integration, The Right Way.

Customers interaction can be analyzed and checked with a set of tools known as customer experience management (CEM). However, before making an effective business strategy, it is essential to take into consideration the factors that are associated with customer interaction.

An organization can discover the requirement and needs of its customers, find out the most common issues they go through and find the best solution on how to solve them, all just with the right CEM integration in the contact center software.

Happy Agents, Happy Customers!

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This is the simplest step. Happy Employee, Happy Customer! It is very important that managers keep their agents happy. An agent might answer a customer negatively if he/she is in a bad mood. Hence, it is important that managers guarantee that their agents are happy with their work and and the work environment to ensure satisfied agents will take care of any issues or challenges.

Improving Customer Experience Strategy.

As for now, if you already have a CX strategy, the most ideal approach to additionally enhance your customer experience is by improving your customer experience strategy. Be vibrant about your CX objectives and what you need to do to accomplish it. Furthermore, agents can come up with more customized offers to build customer closeness.

Improve Call Center Efficiency

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It is essential to enhance your contact center’s performance, so that you can accomplish a competitive edge in customer experience. Section your customers by IVR, analytics and call routing data and concentrate on the overall business. Enable your agents with an omni-channel customer experience platform, so that they have a clearer vision of every customers connections and are able to enhance their agent effectiveness.

5 EFFECTIVE WAYS TO IMPROVE PRODUCTIVITY OF CALL CENTER AGENTS

Call center Managers are continually searching for better approaches to inspire their agents and improve their productivity levels. nevertheless, with such high agent’s turnover and low resolve in many call centers, it is not generally simple to keep agents profitability high.

However, they are ways to improve productivity of these call center agents that may increase their level of confidence and participation in the job and workplace, which eventually will increase the profitability level as well.

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5 EFFECTIVE WAYS TO IMPROVE PRODUCTIVITY OF CALL CENTER AGENTS

Increase Agent Autonomy

Enabling agents to have a specific level of autonomy can significantly help both call center and agent productivity. This diminishes the probability that the agent should exchange the call to another department for detailed information. It can affect the streamlining call center work process. Providing Agents with more dynamic software while at the same time permitting them enough independence opens better conducts to give more customized services. Work engagement and productivity can majorly be improved by giving agents the flexibility to response on issues creatively.

Gamification

Numerous employees don’t have the chance to have some good times at their work and may stressing too much. though, by consolidating gaming ideas, employees can take advantage of their lively nature and influence the work to feel less like work and interesting. Giving your agents a chance to contrast themselves and their colleagues would give a touch of data. Competition with associates is thought to be a natural motivation for call center agents and able to boost their activity and productivity. Having a sound competition would give the agents a level of playing field, remunerating the individuals who do well and bolster the individuals who may require it.

Effective Ways To Fill Up Idle Time

Many researchers have proven that many call center agents are idle to an average of 5 hours per agent each week. However, there are many recommended ways to effectively fill up this time, such as off-phone activities, coaching and training to expand profitability. Off-phone activities may include having the agent to invest more energy in post-call information passage, investigating new product data and that’s only the tip of the iceberg. Coaching and training are basic for building call center productivity after some time. Once your agents have taken in the nuts and bolts, it can be anything but difficult to give their abilities a chance to stagnate as you proceed onward to the following recruitment class. Try to use a workforce improvement framework that contains a learning library and the capacity to transfer coaching structures and track feedback after some time. All agents need to know how they’re performing, and proceeding with a devoted training and coaching system will raise the general efficiency and productivity of your contact center.

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Enable Remote Work

Increasing work flexibility such as like allowing agents to work from home actually increases productivity. Current research shows that employees work better when they are at their comfortable space like their house. Hence, begin by giving your best agents the capability to telecommute for a day or two every week. Remunerating your agents with the capacity to work remotely expands the profitability of your remote workers, and it likewise motivates the agents in your physical contact center to raise their own efficiency with the expectations of having the capacity to telecommute too. When they are permitted to telecommute, they should keep up that level of productivity with a specific end goal to keep on doing so. A cloud-based system could make it simple to execute without influencing the operations of the call center or how clients are being overseen, and you could in any case keep a record just as they were in office.

Supply Real Time Metrics To Agents

agents that approach real time information, for example, number of callers in line, holding up times in the line, the status of different agents, normal surrender time, and many more, are observed to be significantly more profitable. Giving agents, this sort of data enables them to adjust in like manner and settle on more educated choices on the fly. In particular, it makes it feasible for them to keep terrible circumstances from either happening or raising by taking remedial action. Businesses ought to organize a few measurements to screen, analyze and adjust. Various metrics are included with a call center’s operational magnificence. On the subjective side are customer satisfaction reports. and on the quantitative side are first call resolution (FCR) rates, average speed to answer (ASA), auxiliary time, adherence to schedule and more.