Technology can only help contact center agents so much when a service call goes inexplicably awry. In those situations it is the agent’s personality and genuine empathy shown for the consumer that can turns the interaction around immediately. In serving today’s consumers, using business intelligence is a remarkable solution to better understanding consumer trends and expectations. But even so, a synchronous relationship between the individual using the technology and the technology itself needs to exist.
Predictive analysis, a tool that aids Communicators in resolving customer issues more timely and accurately, is of course widely appreciated by consumers looking for a quick and painless interaction. But the consumer isn’t aware this technology was deployed in order to provide best-in-class service; he or she can only judge the interaction by the surface of the call portrayed through the demeanor and demonstrated knowledge of the Communicator.
A staff of emotionally sensitive and socially intuitive Communicators will help businesses build brand and relationship equity among consumers. According to the American Express “Global Service Barometer,” recommendations from friends and family are most likely to get consumers to try a new brand. In fact, positive word-of-mouth is more influential than a company’s sale or promotion in recruiting new customers. How are you going to increase your businesses recommendations?
Follow these tips below and you’ll be sure to surpass your contact center services ROI:
- Bond with the customer: It’s as simple as asking about the customer’s day. Create a real conversation in order to grasp hold of details that can better establish a personal connection between customer and Communicator.
- Show empathy: Don’t just help your customer solve the problem; convey a genuine level of empathy for the situation at hand, especially in situations where the interaction is going south. Small details down to tone of voice can matter in relaying empathy in the contact center space when body language is not applicable.
Never doubt the impact of sincerity in customer service—show your consumers you’re more than a voice in the receiver but rather a human who cares about the issue at hand on a personal level.
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 American Teleservices Association (ATA). 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 has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s highest honor, the prestigious Fulcrum Award.