There's one key thing many people have come to expect when dealing with call center customer service: long hold times — especially around peak times of day. Call center managers have the difficult task of maintaining a delicate balance: you don't want to have too many people on staff because you'll end up paying them to simply sit there during low-volume hours; but at the same time, you don't want customers stuck with long hold times during high-volume hours. Learning how long hold times affect the customer experience can help you make better decisions for your team.
Connect First Blog Posts
Topics: Approach to Customer Service, better customer service, Call Center Customer Service, Contact Center Customer Experience, Contact Center Customer Service, Customer Experience, Providing a Great Customer Experience, Providing Great Customer Service, Customer support Phone Experience
Some companies spend their money to bring customers in the door. We invest in keeping our customers satisfied with our level of service and competitive offerings.
Your customer service department has fallen on hard times. If your contact center were a team in the National League Western Division, it would be in fifth place. Even our beloved last-place Colorado Rockies would have to make room for it!
The next time you fly, pay attention to what happens near the cockpit as you board and exit the aircraft. In most cases, the pilot and co-pilot will be standing right next to the stewardesses, ready to greet you, shake your hand and thank you for flying with them.
Baseball is back, and that means managers across the country are taking a hard look at their squads and asking the same question: How deep is my bullpen? Is it strong enough to carry my team deep into October?
Are you wondering how much dedication your organization should be putting into the overall customer experience this year? On Wednesday, DMG Consulting President Donna Fluss teamed up with Connect First’s VP of Customer Service Rob Schneider to host a webinar focused on the importance of customer service in 2015.
How Can We Move It?
The customer service industry has a big problem. Right now, it’s mired in a seemingly endless—and confusing—bog of new technologies, as evidenced by a slew of fresh acronyms popping up to encapsulate them. It seems like every day there is a new contact center solution with a clever name that can guarantee better customer service results.
With Advanced Call Center Metrics
Picture this: First, a man has an amazing customer experience with his bank. The bank greets him by name, knows all of his preferences and is exceptionally informed and helpful over the phone. Then, the customer calls your retail business’s contact center and has a poor interaction with a service agent. The agent does not have the data to greet the man by name or provide the tailored approach he experienced with his bank.
One of your customer service agents has been on the phone with a caller for 10 minutes, and the conversation is going in circles. The customer is demanding to speak to a supervisor while the agent is adamant about quelling the problem himself instead of escalating the request.
For Contact Center Customer Service
Your contact center customer service department has been flooded with consumer inquiries over the past several months; from the days before Thanksgiving to your year-end sale, everyone is trying to get his or her hands on the next best product.