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Whether you’re a small business owner hesitantly wading through the contact center waters or an IT manager who can run a facility nearly blindfolded, you know that your business should be anticipatory, sophisticated, visionary and proactive, among many other things. In nurturing these critical elements, one inevitably reaps the benefits of everything that secures contact center success and longevity; strengthened customer service, augmented sales, maximized productivity and more.
Let’s take a look at some best practices and tips to ensure the success of your contact center.
Implement a Comprehensive, Unified Agent Desktop
There is undoubtedly a proliferation of live chat, online, mobile and social media across service channels, continually reinventing the customer choice and defining contact center success. Ensure that your customers are able to begin a transaction via one platform and then seamlessly move to another with full channel integration. Doing so requires a comprehensive, unified agent desktop that allows your agents to follow customers throughout their entire journey, no matter where it begins or ends.
Leverage the Power of Remote or At-Home Employees
Not only do at-home employees save you money (a study by Stanford University shows that call centers save an average $2,000 per year for every work-at-home employee) but strengthening your remote employee base keeps you at the forefront of contact center success by reducing employee turnover and strengthening your accessibility during peak and seasonal calling times.
Hone Your First-Call Resolution Strategy
Your customers demand fast, reliable and efficient service. By this, we mean precise, timely and complete answers to every single question asked and, most importantly, answers handled at a customer’s first contact with a company. This means your first call resolution strategy should be razor sharp. If not, your customers will undoubtedly meander to your competitors. Don’t believe us? Eighty-nine percent of consumers say they’ll begin doing business with a competitor following a poor customer experience, according to a RightNow Customer Experience Report.
You should always be on the lookout for new tips and tricks to secure the continuity and success of your business. These three tips will hopefully poise you for significant growth as an industry leader.
