POWERING CONNECTIONS AND BRINGING SIMPLICITY AND EASE TO THE CUSTOMER AND AGENT EXPERIENCE, TIP 5:

Optimizing the Efficiency of the Customer Interaction

 

Check out more Customer Experience and Call Center Trends, Tips, News, and Announcements >

 

Videos in this Series

 

Tip 1: Building Your Brand via the Contact Center >

Tip 2: Increasing Customer Self-Service Usage Rates >

Tip 3: Handling Multiple Interactions Simultaneously >

Tip 4: Eliminating Mundane Tasks for Agents >

Tip 5: Optimizing the Efficiency of the Customer Interaction >

Tip 6: Tracking the Customer’s Journey >

Tip 7: Improving Customer Experience >

Tip 8: Providing Personalized Customer Experience >

Tip 9: Improving the Overall Customer Experience >

 

 

Transcription:

 

Patrick McDowell
Hi, I'm Patrick McDowell, I’m the MiContact Center Customer Advocate. 
Now the first thing that you need to do is respect the callers time, be professional being personable. Keep the chit chat to a minimum. 
Use active listening and paraphrasing to make sure that you heard the customer, and that you're solving the right problem. Document the interaction carefully. It doesn't need to be a novel but remember, if it's not a documented it didn’t happen. Make sure that you write down a concise documentation about your interaction so that the next agent can come up to speed very quickly. Consider implementing preferred agent routing, you can send a customer back to the original handling agent. In order to maintain the consistency of the customer experience.

 
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