Summertime brings to mind the sound of waves gently crashing on the beach, the smell of burgers on the grill and the feeling of excitement from lighting firecrackers on the Fourth of July.
You can capture such positive summer sensations in your contact center all yearlong—delighting and satisfying employees and customers—by employing a few strategic best practices, as follows:
Provide continuous professional development: What keeps employees satisfied and engaged at their jobs is the feeling of constant growth and the opportunity to learn. Providing professional development resources to employees of all levels will enable them to continuously work toward new goals, improve their skills and discover new strengths throughout the course of their careers. Not only will this make your employees happier, it will improve the quality of customer care that they deliver thereby retaining more customers.
Offer team building exercises: The best part of summertime is spending quality time with friends and family soaking up the sun. Transfer this feeling of togetherness to your contact center family by holding more team building events so that team members can strengthen their relationships. This is also a great way for upper managers to interact socially with employees with whom they may not otherwise get the chance to engage. Like professional development courses, team building exercises and events will give team members something positive to look forward to throughout the year.
Utilize intuitive technology: The only thing that could improve your Communicators’ top-notch customer care skills is intuitive technology. It’s true; you can enhance Communicator performance by integrating data analytics tools such as predictive analytics, skills-based routing and marketing segmentation to optimize their abilities. Integrating best-in-class technology into your customer care strategy is the cherry on top of your banana split.
Let your customer care shine this summer—and all year long for that matter—by employing these three effective strategies.
Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA, SOCAP, and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He is a frequent speaker for national events and has also been honored with a number of awards and recognitions for his contributions to the call center industry.