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How to Make Your Call Center Stand Out in a Sea of Mediocrity
Contributing to a mediocre customer experience, over the years, call centers have been given a negative reputation due to agents who aren’t trained well and are spending their time in poor workspaces, directly in front of outdated technology. These days, the modern contact center is about interacting with social media, using text messaging and chat to prevent a live call, and providing a great customer experience at the lowest cost.
Marketing data indicates that a “satisfied” customer is of little more value than an “unsatisfied” one. In today’s multichannel contact center environment, providing an integrated customer experience can move a “satisfied” customer to a new level. Contact center outsourcers and enterprise support centers need to rethink every aspect of their operation. Moving your contact center to the cloud is one way of creating satisfied customers. The advantages of making your contact center a hosted contact center include having current hardware and software, the ability to rapidly deploy new apps, and the ability to respond to change.
In an upcoming webinar, presenters will discuss how you can improve outcomes by 15 percent or more by using psychological tools to hire the right people, creating a desirable work environment, investing in an optimal technology infrastructure, multichannel cloud-based technology, workforce management, quality management, real-time metrics/reporting, agent utilization, and creating a service delivery model based on real-time metrics and KPIs.
Craig Mento, CEO of NexxLinx and NexxPhase, Dave Rocker, COO of Covation, and Matt McConnell, CEO of Knowlagent will discuss how to improve your contact center on Wednesday, May 16, 2012 2:00 PM ET/ 11: 00 AM PT. If you are hold a senior leadership position in contact center operations and are interested in improving performance and/or introducing new capabilities and applications, or are involved in customer experience management, executive management at outsourced call centers, or a leader driving cost innovation, be sure to register for this webinar by clicking here.
Edited by Jamie Epstein