Last week, we talked about the value of big data in your call center. This week, we want to break it down more and highlight the ways to use your data, and further emphasize the value of the unlimited data storage you receive when becoming a Connect First customer.
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Now that this year is just about in the books, it’s time to take a step back and ask some hard-hitting questions about how your contact center performed in 2015. Did it fulfill the high expectations outlined by the C-suite last January, or did it fall short of its goals?
How much time does it take from initial dial-in to your contact center before a customer’s problem is resolved? If you cringe at the thought of answering this question, it’s time to reconsider your company’s customer service strategy. A study from Forrester shows that 71 percent of customers feel that valuing their time is the most critical thing a company can do to provide great customer service.
Picture this: In the front of your building sits a horrible robot who, immediately upon greeting a customer proceeds to interrogate him or her with confusing questions. Behind this robot is a massive, confusing maze full of bottomless pits and dead ends which the robot must guide the customer to en route to your office.
An interactive voice response (IVR) software system should act like a sponge for “absorbing” customers over the phone. Just like a sponge is designed to absorb water, an interactive voice response system needs to soak in customers when they dial into the contact center—accurately interpreting the reason for their call and sending them to the right extension or destination.
What would you do if one of your employees started answering calls in a voice that sounded robotic? This was the case recently at the New York City Health Department when it discovered that one of its contact center agents was answering phone calls in a slow and overly enunciated manner.
First impressions are really important in customer service. So you want to be certain that when a customer dials into your contact center, the interactive voice response (IVR) software that you use to greet them is fast, efficient and easy to navigate. The quality of your IVR system will go a long way in determining how the customer perceives your company.