5 Best Practices For Contact Centers In 2022

  • Contact centers significantly impact the customer experience, yet most companies do not provide them with the appropriate tools.
  • To transform the contact center, it is necessary to collaborate across the entire organization and constantly change.
  • Give contact center agents the power to succeed with a solid culture and efficient technology.
  • Mixing AI and self-service capabilities and a human representative create an excellent Omnichannel Experience.

As one of the essential components of a profitable CX strategy, Contact centers have an unpopular image.

In reality, most (59 percent) of clients stay clear of calling customer support as much as possible.

Seventy-eight percent of customers forever alter their perception of the company due to just one contact with the customer service department, which means that the contact center could vary the overall customer experience.

In many organizations, it is often viewed as a necessary evil, something needed to assist customers but an obstacle in the way of all those who are. However, the contact center holds the ability to be so more than that and is the basis of a culture that is centered around customers.

Here are five of the best methods to improve the quality of your contact centers and make them the central point of all of your CX efforts:

1 . Engage The Entire Company

Contact centers aren’t independent entities separate from the rest of the company. It’s the core of customer experience. Every employee should be aware of the activities that take place in the call center and what it is that makes them essential.

Many top companies employ their top executives within the customer service department to observe CX in action. It’s one thing to speak on customer services in the boardroom. However, it’s different to experience it within the center and talk to customers.

Jeff Bezos required every manager and executive at Amazon, including himself, to take two days of training for the contact center each year. Other businesses, big and small, also encourage their leaders to answer calls in the contact center to learn about their customers better.

However, it’s not only executives that should be in the loop. At Lyft, employees of the team responsible for technology regularly assist customers in shadow to comprehend what customers require and what’s using the app so that they can make changes in the future.

2 . Create An Experience for Strong Agents

Working in a call center is not an easy task for frontline workers. A new study has found that 96 percent of call center employees suffer from stress every week and receive more calls than ever before. The number of calls rated “difficult” by agents for customer service has increased by 100 percent in the last two years. However, the employees of contact centers are afflicted with over-stress, anxiety, and an absence of enthusiasm. It isn’t easy to deliver excellent customer service when the employees cannot keep their heads above the water.

Tom Goodmanson, president, and CEO of Calabrio Tom Goodmanson, president and CEO of Calabrio, explained the situation: “If the company looks after the agent, the client will be the winner.”

A successful contact center puts the highest priority on employees and gives them training tools, tools, and resources, as well as an established culture and rewards system to be successful in their work. Agents must feel valued and enjoy a positive employees’ experience.

3 . Streamline Internal Systems

In tandem with improving the customer experience for agents is enhancing the efficiency of internal systems. It’s not unusual for agents to be tasked with multiple screens to address customer issues. Instead of listening to their customers and establishing connections, agents are typically distracted by switching between tabs.

Giving agents access to customer information in one system allows agents to better understand the customer’s issue, which improves the overall experience for all customers and helps to find a solution promptly.

Cosimo Spera, the founder as, CEO, and Co-founder of Minerva CQ call it collaborative intelligence, which combines the efficacy of AI algorithms with the emotional intelligence of humans. The streamlining of systems and the enhancement by AI and real-time customer information can provide higher resolution.

4 . Combine Self-service Options with Human Agents

Self-service has seen a significant increase over the past few years as consumers want convenient solutions, and brands strive to build more efficient processes. However, it is only a tiny part of the equation and requires human assistance. Contact centers play an essential role.

85percent of customers expect customer service conversations to flow seamlessly and instantly between channels. If customers require assistance with complicated issues or personal suggestions, they should be seamlessly transferred from the bot to a human. If the technology is correct, the agent will have the required information to address the issue swiftly.

Ben Rigby, VP, Global Director of Product & Engineering, Artificial Intelligence and Machine Learning at Talkdesk He, believes that putting agents from the contact center in the center of machine learning is the best method to keep the system updated. Retraining the bot is similar to speaking to customers, which agents at a contact center are doing all day.

5 . Continuously evolve

Each aspect of customer service must constantly change, including in the call center. There was a time when customers could only speak to brands over the phone after navigating the maze of phone trees. However, technology has opened up many channels and options to connect with customers.

The need for change is especially urgent after the pandemic, which altered consumers’ priorities and how they would like to communicate with brands.

Businesses shouldn’t ignore their contact centers and keep doing things in the same way as they’ve always been. The most effective contact centers constantly examine their progress and discover new and improved ways to assist clients.

Determine the contact center KPIs that are important to your business. For some companies, they’re NPS. Others focus on CSAT as well as Customer Effort. Monitoring metrics and taking note of customer feedback help companies improve their experience and discover new and more effective ways to interact with their customers.

A contact center can be at the center of customer experience and requires focus and attention. The following five best practices can dramatically improve your contact center’s performance and the brand’s presence.

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Samatha Vale
Samatha a senior writer for HC's entertainment team. She is an entreprenuer, mother and an excellent writer. She's also an avid reader, music enthusiast and all around inquisitive person - which is just a nice way of saying she's nosy.

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