Critical Conversations in the Contact Center

Your brand voice, as well as the customer experience you deliver, can be either buoyed or destroyed for a customer by one poor interaction with a customer care Communicator. It all comes down to that single individual and how effectively he or she resolves the customer’s issue.

That’s a lot of pressure on Communicators—and their managers, who must ensure their front-line staff are prepared to deliver the best possible customer service. Toward this end, it’s critical that Communicators are equipped with the training and tools they need to meet customer expectations.

Those components determine the quality of the conversations between callers and Communicators. Training and tools need to be dispensed in line with contact center priorities and trends. For example, top customer service trends during the past year included omnichannel, mobile, self-help, social media and customer experience.

Start improving conversations by collecting and analyzing your contact center data. With the right tools, you’ll discover the journey your customers take before they call your facility. This will help you determine the level of service they’ll expect upon their arrival.

Contact center technology solutions also give managers the ability to understand how Communicator training/coaching and tool usage are impacting customer service—and, ultimately, the bottom line. While statistics, such as average handle time, tell part of the story, decision makers more and more are looking at metrics that indicate how the customer is being affected, such as level of satisfaction.

By truly understanding customer expectations and how best to meet those demands, as well as empowering Communicators with the appropriate tools and knowledge, contact centers will be primed to foster stellar conversations between employees and customers.

InfoCision attending DMA2013 in Chicago October 13-15

Stop by booth #1019 to learn how we will help you FIND, SERVE and KEEP your high-value customers for life

Going to the Direct Marketing Association conference is always a highlight in any marketer’s year. I am pleased to say that InfoCision will once again be exhibiting at this important event that is being held in Chicago October 13 – 15.

DMA2013 promises big data, bright minds and best practices as it attracts the best and brightest data-driven marketers in the world. Marketing is ever-changing and we have always realized the importance of keeping up on current and innovative trends so we can continue to be the vendor of choice for strategic direct marketing solutions.

For companies looking to contract telemarketing, direct marketing or customer service, InfoCision is the company to talk with. Our proven strategies have successfully integrated teleservices into the marketing mix for Fortune 100 companies and the nation’s largest nonprofit organizations; delivering a superior customer experience while driving a higher ROI.

If you are attending DMA2013, I encourage you to stop by our booth, #1019, to meet with one our direct marketing experts:

Curt Cramblett, vice president of new business development

Rob Sine, director of new business development

Dawn Keathley, director of new business development

Ashley Keschl, director of new business development

In addition, we are holding a contest at the booth where DMA attendees can enter to win an iPad and Apple TV prize package. Attendees can also pre-enter online at http://bit.ly/InfoCisionDMA2013 or call 877-258-0461.

I am looking forward to seeing old friends and meeting new ones at DMA2013!