Happy customers translate into successful, thriving businesses. In fact, a Gartner study states that 64% of people consider customer experience more important than price when it comes to making a purchase. For contact centers, this means that your team’s ability to provide great customer service will greatly contribute to your company’s bottom line.
With this in mind, here are four ways that you can make sure your contact center is able to deliver better customer service.
1. Start with hiring the right team
Contact centers happen to be one of the more important customer touch points for your business. Agents essentially reflect your brand. Their ability to deliver good customer service is an important consideration moving forward.
That said, building a team of contact center employees who are willing to go above and beyond for customers is important. Great agents display a lot of empathy and have good, if not excellent, communication skills. Look for potential candidates who demonstrate conscientiousness in their work, self-discipline, and that are dependable.
2. Build a culture of happiness
You can’t expect your agents to ensure customer satisfaction when they’re dissatisfied with their job. Sadly, call center attrition is high, and an agent’s disposition can directly influence a customer’s view of the company.
Needless to say, companies should invest a lot in ensuring their agents are happy. This can include everything from providing proper training, incentive programs, and giving them the necessary tools to perform their job as efficiently as possible. Like investing in call center automation: here are 3 ways AI will help (not replace) your agents.
Ensuring that your agents feel valued and that your company is investing in their growth means they will have a better sense of ownership over the quality of their work.
3. Leverage on technology
Business communication anchored on emails, text messages, and phone calls can be unwieldy, unreliable, and confusing. Tracking and monitoring data via spreadsheets can be tedious and time-consuming. While it can be done, there are better ways to approach this so that your team can actually focus on delivering better customer service.
For example, a cloud-based unified communications suite with robust features like GoTo has all the necessary communications and monitoring applications needed on a central platform. Paired with comprehensive contact center solutions, you also have the capability to provide better coaching support, ideal call flow management, and better data and insight collection.
4. Listen to your customers
The easiest way to ensure better customer service is often the most overlooked. On top of market insight, data analytics, and official reports, take the time to actually listen to what customers need.
Train your team to actually give attention to your customers’ demands. This starts with understanding and getting to know your customers. At the end of the day, customers want to know that their concerns are being heard and that a business is doing everything they can to address it. By doing so, you’re empathizing with and respecting your customers.
For more tips on managing a contact center, check out our e-book: 10 Common Call Center Problems and How to Fix them.
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Learn more details about GoToConnect's contact center solutions here, or give us a call at 844 333 4686 today!