Does Your Call Center Have the Tools to Succeed?
We hear a lot about how new technologies and tools being offered for call centers are transforming the way companies serve customers. Sure, not having to wade through long menu trees or repeat information to every new agent you speak to is a great change – but we’ve also already been there and done that.
The customer of today is far more impatient and far more empowered than those of the past. They want answers immediately and they want them delivered via the platform of their choice – with no hiccups.
For call centers, that means having to keep track of what’s happening across phone, Web, and social channels. While keeping up with the happenings, they still need to ensure customers are happy and that agents always have the best tools to do their jobs.
As we enter a New Year, and companies are starting to think about where they should invest their budgets, it’s a good idea to get familiar with the tools your call center should take advantage of in 2017.
A recent blog looked more closely at the tools that will help empower contact center agents to deliver optimal customer care experiences.
An updated CRM system for example, can offer a better view of customer data and is a great place to start.
It’s also beneficial to have more access to data about customers. This like their buying history and what channels they like to communicate on will go a long way in making experiences more pleasurable and memorable.
Another thing to think about, as the blog points out, is helping the customers to navigate to their answers or arrive at a decision to buy. These tools are able to provide assistance and actions at just the right time. With so much focus being put on customer loyalty, can your business afford to skip on some new tools?
Edited by Maurice Nagle