7 Successful Habits Contact Centers Need to Be Effective
By Linda Ruffenach
Executive Vice President Customer Care
Contact centers have a lot of moving parts. It can be hard to know which pieces and programs to focus on in order to improve customer lifetime value. That’s why we’ve put together a must-read list to help you focus your customer service efforts and make your contact center more effective and efficient.
GlowTouch has a proven model for successfully building and enhancing contact centers. We have been consistently meeting and exceeding expectations for almost two decades, with a record of outstanding customer service. Our agents are 100% dedicated to customers’ accounts and trained to excel in their role. Customers rely on GlowTouch to successfully represent their products, services, and reputation.
Looking to learn the secrets to our success? Check out the 5 Tips we share below…
#1: Prioritize Contact Center Agent Engagement
Agent engagement and retention is one of the most important measurements of a contact center. Our belief is to always treat your agents like your customers. Listen, advocate and follow through is exactly what your customers are seeking so we as leaders should do the same for our frontline. Show them what good customer service looks like.
I can’t emphasize this point enough: Customer satisfaction cannot exist without agent satisfaction. Consider the Golden Rule for business. Internal customer care is as important as external customer care.
Agent morale low lately? See the 5 Tips below…
#2. Educate Your Contact Center Agents
Education means more than how to handle an incoming voice, email, or online chat customer interaction. Rather, it’s the bigger picture.
It’s critical to ensure agents are educated on your business and overall objectives.
Ensure agents are aware of your company history, core values, and products. They’re the voice of your company and sometimes are the only live interaction a consumer may have with your brand.
Verify they’re knowledgeable and able to deliver the right information in the right circumstances. The more they understand the business, the better they will serve your customer.
#3. Listen to Your Agents: They Can Deliver ROI
Did you know that most answers to your business challenges can be found on the floor of a Contact Center? It’s true.
Agents are a valuable asset. Find ways for them to tell you where they see challenges, opportunities, and ways to improve your business. In many cases they know your customer far better than anyone at a leadership level. They talk to your customers every day and know firsthand what’s important. Sharing this transformational feedback helps you improve your products and services and more importantly the customer experience.
Follow a similar path, and your company’s management team will thank you for it.
#4: Feed Customer Information Back to the Organization
Share and use the information you’ve gained from the frontline with top leadership. Feed it through the rest of your organization—from leadership to sales to marketing to operations. This will aid your business in developing the best strategies that have a real impact.