Monitoring service levels has always been a fundamental aspect of managing a contact center. However, advanced contact center and customer relationship software has led to an abundance of data and a growing number of reports that have become unmanageable.
This influx of information has become a perplexing problem for contact center managers, as well as C-level executives, who want to make sure their contact center is performing optimally. When you’re spending a considerable amount on contact center system hardware and software, you want to make sure you’re getting its full value, including effective use of data generated. However, you don’t want to get to the point of the proverbial “analysis paralysis.” >>>
In a fast-paced world where convenience is prized above all else, it’s not surprising customers appreciate communicating via live chat.
In fact, according to the Zendesk Benchmark report, live chat has the highest satisfaction level for any customer service channel.
A live chat channel provides clients access to warm, friendly customer support without having to pick up the telephone. As such, all replies must be as accurate, concise, and helpful as possible.
So how can you increase your chances of hiring live chat agents who exemplify these qualities and delight your customers? It all starts with identifying the skills necessary to succeed in the role. >>>
There are many reasons why you should care to build a great customer service team.
One is, customer service is as important to a business as any other department, such as sales or marketing for example. It takes at least as much time and effort as other aspects of a business in order to move forward and succeed.
If you want to have a team of champions who will propel your business, it’s good to start off with a decent plan. The four key steps below are your landmarks for creating a best performing customer service team. >>>
There’s a delicate balance when it comes to scaling any professional team: hire too many too soon and resources go underutilized, but leave it too late and you risk overburdening your existing team members.
Customer support teams in particular can become overloaded and burned out if the company is growing faster than the team has capacity to handle.
There’s a big expectation on support teams to continue providing reliable service to customers at all times, and to never let the cracks show. For a customer, it doesn’t matter how many open tickets a support agent has on their plate as long as their agent is dealing with their issue right now.
For support agents, pressure comes from both sides – they’re held accountable for their efficiency from both the company and the customer. When the number of incoming inquiries is too much to handle, the only way to reduce the pressure is to get more hands on deck to deal with the volume. >>>
Employee burnout can occur at every level of an organization – from top to bottom, and it’s especially commonly found among customer service people who have to deal with dissatisfied customers almost on a daily basis. It can come about as the result of stress, low morale, poor management, bad working conditions or simply having too much to do and not enough time to do it.
Burnout causes plenty of problems for businesses and leads to high job turnover, lower productivity and decreased engagement. Obviously, burned out employees provide less-than-stellar service to customers they come in contact with. And what’s more, whether it’s the cost of hiring or training new people, or improving poorly done job, burnout can eventually add up to financial loss for your company. >>>
Every actor’s worst nightmare is forgetting their lines. Just imagine it: you’re standing in front of a crowd of hundreds, deep into the Second Act of The Importance of Being Earnest and suddenly, your mind goes blank. The only sound you hear is the nervous beating of your heart. Luckily there’s usually a director waiting in the wings to whisper your line to you. If only social customer service agents had it so easy.
But then again, the title of Oscar Wilde’s famous play offers a great lesson for contact centers: it’s more important to be authentic, to be human and personalized, than it is to flawlessly deliver a customer service script. With an increasing number of companies competing on customer experience — which essentially means competing to deliver the most authentic experience to customers who increasingly demand tailored service — it’s time for contact centers to ditch the script and personalize real-time social customer service. Here are four ways to make that happen. The first two concern agent behavior, while three and four focus on technology and social customer service software. >>>
Winning loyal customers does not necessarily take huge marketing budgets. When it comes to customer loyalty, it’s small gestures that get appreciated the most and remembered.
Adding a simple personal touch to every interaction you have with your customers has a big impact on how they perceive your brand.
Loyal customers are a very important asset of any business. As statistical facts prove, up to 15% of a company’s most loyal customers account for 55-70% of the company’s total sales. The numbers are quite impressive.
Let’s take a look at how you can win greater customer loyalty with a few small personalized gestures. >>>
Customer experience is now winning the leadership race to become the main business differentiator. Hence, the need to create a strong customer service team which will enable the delivery of great customer experience. The need is becoming more acute and palpable.
According to Gartner, by 2017, 50% of consumer product investments will be redirected to customer experience innovations. Undoubtedly, some of them will be directed to improving the customer service agent training. After all, 78% of consumers agree that competent customer service reps are most responsible for happy customer experience.
Good training not only boosts productivity, but ensures a higher quality of customer service, which leads to more satisfied customers, increased customer loyalty, and happier employees as well. The benefits are innumerable. >>>
There’s a way to do it better – find it. Thomas A. Edison
According to Gallup survey 70% of American workers do not reach their full potential and get stuck at work. In most cases they are emotionally disconnected from their companies and feel they are not heard and noticed. Very often employees invest their time and money in professional development to better fit their positions. However, their effort comes unnoticed and just taken for granted. This in turn reduces employees performance and their desire to improve and grow. “Why should I waste my effort” – your employee will think and continue working without inspiration. Though it may seem that such mood will do no harm to your organization we all know this is wrong, especially if your team deals with customers on a daily basis.
The right motivation and inspiration of your customer service team will help your company to stay ahead of the competition. When your brand is recognized not only for its products quality but also for its superior customer service, this means a lot. There is always a room for improvement. You just need to keep moving forward and find a better way. In this blog post I would like to share five tips that will help you to inspire your customer service team and improve your employees performance. >>>
Coming together is a beginning. Keeping together is progress. Working together is success — Henry Ford
What are the most important factors contributing to customer service team success? Are there any secret ingredients, tips or strategies world’s leading customer service teams run on? What are the traits top high-performing customer service teams have in common? Can you develop or apply them to build an extremely productive, passionate and tight-knit team of your own?
This blog post is the first in the series that puts together some examples of great companies known for awesome customer service, as well as advice from customer service thought leaders. Hope there’s a thing or two that you consider useful, inspiring and worthy to follow. >>>