It’s no secret that the telecommunications industry has a bad rap when it comes to customer service. We’ve never understood how an industry based on communication can largely leave service and support on the back burner.
Connect First Blog Posts
The way to better customer service
It’s no secret that big data is one of the most in-demand customer service trends right now. Just about every enterprise is using it in some form or another to generate strong customer experiences.
Stability: The Name of the Game For Contact Centers
As a customer service administrator, one of your main jobs is to ensure that your contact center is 100 percent stable. After all, your department has an enormous responsibility in terms of collecting and managing your customer data. If something were to happen to your network—like an unplanned disaster or a prolonged network outage—your customer service strategy would be completely crippled.
Big data—or large pools of refined metrics gleaned from measuring consumer engagements— is very much like the gasoline of the modern contact center. Without an adequate supply of incoming consumer data, even the most state-of-the-art facility, armed with the latest customer service tools, will be unable to identify with the core needs of their target markets.
Choose a Customer-centric Vendor
Imagine what would have happened to Bruce Wayne if his billionaire parents hadn’t hired Alfred Pennyworth to be their family butler. Bruce may never have grown into Batman—and saved Gotham from a criminal blight—without Alfred’s constant doting and guidance. In fact, Bruce may not have even reached adulthood without this partnership.
Providing great customer service is more important now than ever. An estimated 83 billion dollars is lost annually to U.S. businesses due to poor customer service, and on average more customers tell those in their network about bad experiences with a company than good ones. It is time for call centers to recognize customer service as a means of financial gain. So how exactly do you start to provide insanely good customer service in your call center?
That is a difficult statement to make, especially from someone who has been selling technology for more than 20 years. When I began my career, one of my mentors would often remark that automation will improve an already well run company or it will quickly uncover flaws in one with broken processes.
The Contact Center Customer Experience
Working in a call center is tough. In what other vocation are most of the people you interact with already upset before you interact with them? I may have a different perspective than most. I have never worked in a call center. I have called many a call center and I have shared an office with agents taking calls. Listening in on calls and witnessing the responses has been enlightening and has even changed the way I think about calling that contact center customer service line.
Built for Our Customers
It is literally true that the Connect First platform was – and still is – built specifically for our customers.
You don’t need to scour the earth to find the holy grail of customer service. It’s not hiding in some forgotten temple or buried in a chest underground. The reveal is actually incredibly simple: You need to focus on speed and efficiency in your contact center.