Call Center Management Featured Article
How Call Center Management Can Answer Customer Service Demands
The contact center is a bustling hub of customer interactions. And as technology opens the door to a new day in engagement tools and the omnichannel era, management is tasked with putting the pieces together and ensuring the symphony of complex components and agents stay in tune. Let’s explore a few ways managers can proactively address these demands, and create an environment for exceptional service delivery.
Exceptional service delivery begins with the selection of the right people to serve as agents. A strong interview process will assist in weeding out those that don’t represent brand image. Once the proper candidates are invited to join the team, onboarding is critical to allowing the new hire to hit the ground running. Personalize this process to provide each new agent with the tools they lack and information they require. Meet agents where they are in their professional development, instead of simply telling them what they need to know.
In addition to compiling a strong customer service squad, providing the team with the right tools is critical. First is technology, choose WFO and WFM solutions wisely, making sure the selection checks the necessary boxes. Second, employ some type of ongoing education program, ensuring each agent receives regular feedback, coaching and praise when appropriate. Offer each agent the ability to be the best agent they can be through engaging and impactful education.
Create performance benchmarks, and leverage data to over achieve on expectations. Set goals, track them, and then offer the data to agents in a digestible way. This means explaining performance through metrics and providing agents with something they can build off of. Speaking of building off of, this data offers a jump off for better, more personalized training.
There is no customer service silver bullet, but by implementing the above practices and putting data to use for your operations is a strong first step. Perfection is impossible, but best practice in place ensures progress is continuous.
Edited by Maurice Nagle