How does a Contact Center Go From Good to Great?

By Doron Gower   |   August 29, 2017
How does a Contact Center Go From Good to Great
Now that we are in the summer this year, we can step back and take an assessment of 2018 customer experience trends and how they are impacting the marketplace. The industry has faced new challenges and developed a wealth of new approaches to overcome those challenges.

Contact center metrics provide the quantitative measures of performance; however, those numbers may not always give a comprehensive insight into ways to make a good contact center excellent. Beyond contact center metrics, you will find that “soft skills” and the tools an agent has available to provide solutions play a key role in creating a superlative contact center.

Many factors merge to produce consistently sterling performance, which in turn will drive greater contact center metrics. Quick resolutions, friendly voices, and efficient self-service options all contribute to improving a contact center. Yet, the best resource for identifying the qualities of great performance are your customers, who most likely say all of the above.

Raising the bar takes speed, efficiency, ease, and convenience as well as friendly service. Delighting customers with outstanding service is the objective of every contact center, and increasingly that is defined by offering consistent, easy resolutions to problems delivered with speed and through a single channel.

Contact center staff are on the front lines of delivering amazing service. They must have the tools, training, and resources to exceed customer demands. Yet, consumer expectations are in constant fluctuation. Identifying the best solutions to exceed customer demands can be quite difficult. Asking your customers what they really want is the quickest way to discover their needs. In addition, you can ask how to best help them achieve their objectives, and what you can do to make their experience better.

Here are several tips to creating a great contact center and improve contact center metrics.

Help consumers help themselves. Millennials especially gravitate towards self-service options available through mobile devices. Individuals who are technologically savvy also seek out ways to conduct transactions themselves for resolutions on problems.This can be online or by phone, but implementing efficient self-service tools can produce quicker query resolution and result in greater customer satisfaction.
Embrace a philosophy that focuses on customer experience rather than service. You will improve your agents understanding of the various stages in the customer lifecycle and favored channels, and this is crucial because customer expectations may change at any stage in the customer journey.
Improve the distribution of customer information across the entire organization. Each customer has a preferred method of contacting your business. By ensuring that all channels operate with comprehensive data, your representatives will be transformed from customer service agents into customer service advocates.
Actively seek out customer feedback. This is priceless insight into ways you can improve the customer experience and drive better contact center metrics.

Every business owner wants to offer consistent, seamless, and excellent customer experiences. By implementing the best processes and tools to gain greater understanding of their needs, you will enhance the environment your agents work in, which gives them the capability to provide resolutions quickly and efficiently. Your entire organization benefits, and your contact center metrics will give you the quantitative proof of the success.