From the choice of technology used in your contact centre through to team management, there are several major areas that can impact your performance. To improve them, let’s take a look at three of them.
By taking the time to assess your habits and adopt new ones in line with your requirements, you can boost your productivity while improving customer satisfaction.
These days, multiple technologies exist and are being developed to meet new consumer expectations. As you know, customers are becoming increasingly demanding when it comes to customer service. Under these circumstances, the service must be fast, effective and personalised, or customers may move to the competition. With Vocalcom, you can now access high-performance, flexible technologies for your contact centre. We are referring in particular to these four solutions:
By opting for new technologies, you can stay one step ahead of your customers’ needs. In this day and age, a proactive approach is essential!
Although easy to use, some agents may find it difficult to get to grips with the various technologies mentioned above. That’s why it’s a good idea to train your teams based on their actual needs.
Implementing appropriate training within your contact centre can improve well-being in the workplace, which in turn can have a positive impact on everyone’s commitment and performance, while limiting attrition. With this in mind, analysis of interactions is a beneficial strategy in this field. It enables us to identify the strengths and weaknesses of each agent. Who needs coaching? What difficulties have been encountered? These answers will be particularly useful to you.
At the same time, it is important for your contact centre administrator to take the time to provide regular feedback to your teams. Congratulating successes, pointing out areas for improvement, giving specific examples… Constructive and fair criticism can also play an essential role in commitment and performance.
Faced with new customer expectations, a proactive approach is required nowadays. This means being able to anticipate and even resolve problems before they become apparent or serious.
By being able to engage at the right time, on the right channel, for the right reason, together with the agent with the best skills in the matter, total customer satisfaction can be achieved. It’s a great way to build loyalty and enhance your reputation! In addition, this proactivity must be accompanied by personalised communication to ensure that the service provided is as welcoming as possible.
By focusing on the 3 main areas presented in this article, you should be able to achieve good results quickly. A great way to boost the performance of your contact centre!
