Elevate Your Contact Center by Selecting the Perfect Software
October 08, 2012
By Susan J. Campbell
, TMCnet Contributing Editor
Every business relies on positive customer interactions and reliable sales strategies to come out on top. Contact centers are the forces behind these critical business processes, and contact center software is the brain behind the customer service initiatives the organization puts in place.
The contact center paired with contact center software is the most cost-effective means by which a company addresses the issues that customers have and can turn a sour situation into a scenario where the customer becomes more loyal. According to this 1to1 Media piece, contact center managers focus on the minutiae to gain more visibility into their processes and thus make the necessary changes.
The practice of drilling into the data can also be something of a dehumanizing event, however, that can be a detraction for those responsible for the task. Contact centers make every effort to bring the cost per call to its lowest, which means punishments are handed out as much as rewards.
The latest generation, called Millennials, have their own identity separate from the previous Generation X. Millennials are not cynical nor do they value individuality as the previous generation did. They work well together and are more in tune with volunteering for social causes.
Millennials are also entering the work force in greater numbers, including contact centers where Millennials want to engage in experiences that have social value. But cost-saving attempts, like emphasizing shorter call times (generally under two minutes), doesn’t sit well with Millennials or the customer at the other end of the line.
Contact centers and contact center software now focus on four key areas that are designed to bring some harmony to the process and improve employee turnover rates as well as profits for the contact center. Contact center software is geared more toward creating a positive experience for the employee and customer through motivating factors like enhancing the employee’s dignity through positive reinforcements, which ultimately lead to faster learning and acceptance of new ideas.
Contact center management is also making attempts to identify employees who are providing customers with positive experiences. These employees are usually a little older and mature than the majority of the employees and they see their role in the contact center as creating transformational services.
Managers are now attempting to steer their employees to constantly deliver the positive experiences to their customers while developing the judgment abilities of the employees. In order to instill these abilities, management is encouraged to provide the sort of activities that can help pass positive traits on to the employees.
Contact center software, along with positive approaches to customer service, can help transform a regular contact center into a high-functioning contact center. The key is to select the right solution to meet the needs of the organization and the customer base to create just the right mix.
Edited by Allison Boccamazzo