Three Customer Care Resolutions You Can Actually Keep

It’s that time of year again. New Year’s is just days away and people all over the world will be making lofty resolutions for the coming year.

For example, come January, the gyms will be crowded with people who’ve committed to getting fit in the New Year. By February, however, many of those same individuals will be burnt out by trying to achieve too much too soon.

The same New Year’s resolution burn-out can happen to contact center leaders and Communicators as well, as trying to produce quantifiable results in a short period of time isn’t realistic and often leads to frustration.

To help you avoid falling short on yet another resolution, we’ve come up with three important contact center resolutions to work toward achieving all year long.

  • Professional development: Whether you’re a contact center leader or a new Communicator, there’s always room for professional development. Work with your superiors to identify opportunities for you to sharpen your skills or gain new ones. For example, perhaps there’s a seminar for you to attend. If you want to start out small, commit to doing one or two things that will help you progress; for instance, reading three industry-related articles a day or signing up for a podcast.
  • Research and implement new technology: Perhaps you’ve heard of a technology that you think will benefit your Communicators. This year, commit to researching that technology by talking to other industry professionals, attending trade shows and reading reviews. After you’ve done that, draft up a proposal that you will present to your superiors.
  • Focus on customer retention: As we’ve discussed in previous blogs, customer retention is extraordinarily important, as the majority of your revenue will come from existing customers. This year, lend more attention to retaining loyal customers. For example, implement that loyalty program that you’ve been thinking about the past year.

Remember, slow and steady wins the race. It’s better to slowly attain your goals, than crumble under the pressure of trying to achieve too much too soon. I wish you the best of luck in achieving your goals in 2016!

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.