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.