Have you ever wondered why your contact center is performing poorly? Or why your agents are defecting left and right? Because agents are the lifeblood of your organization, it stands to reason that the challenges they face on a daily basis can easily become bigger challenges that your business will have to grapple with sooner or later. Want to know what you could be doing wrong and how to fix it? Don’t worry; we’ll get there. First, let’s take a moment to dive in and gain some perspective.
Connect First Blog Posts
How to Make the Leap From Transactional to Relational Customer Service
Right now your business’s customer service operation performs a bit like a fast-food restaurant; in other words, customer interactions are brief and professional. Customers call in with questions or to hear account statements; they get what they need, and they go on their merry ways.
Customer service agents have one of the hardest jobs in the entire organization. For starters, the job is extremely fast-paced. Agents must be able to think quickly and solve a variety of problems in a short amount of time, often while facing a barrage of requests from frustrated customers.
We’ve all been led astray—cruising the wrong way down one-way streets or driving in circles—by a poorly functioning GPS navigational system. It’s not a good feeling when the technology you invest in fails to fulfill its promise. It’s a bit like the feeling you get when your contact center's business intelligence system fails to work efficiently or provide accurate reports about your department’s operational performance.
Think about how hard it would be to drive a car without a dashboard in front of you. You wouldn't be able to see how much gas is in your tank, how much ground you have covered or how fast you are going. Just like a driver needs access to a variety of information for optimal operation of a vehicle, your agents need access to contact center KPIs (key performance indicators) to benchmark their progress and stay on task.
But How They Are Saying It That Counts
Imagine you are a frustrated customer, and you dial into a contact center to voice a complaint and resolve the situation. But when you pick up the phone, it’s clear the contact center agent is reading from a script based on the tone of her voice. Chances are this will add to feelings of alienation from the company and the general sense that nobody is really listening to your problem.