In our last edition we identified features your contact center should possess. This time we will examine a few more capabilities your contact center needs for success.
Real-time Stats and Reporting
One of the best ways to analyze your business’ quality is through real-time stats and reporting features. Performance insights of an employee’s call history allows management the ability to view employee’s efficiency. This real time data comes in multiple forms, such as agent detail reports, call queue statistics, and dialed number data. These reports aid management in making staffing decisions by analyzing performances from every point of view.
Social Media
In this day, all businesses need to have a social media presence. In the case of contact centers, much of their customer interaction comes via social media. Customers often don’t want to talk on the phone and bypass it in favor of social media. Your business is missing out if it doesn’t maintain an effective online presence.
Unfortunately, it is a double edged sword; a lot of the time customers use social media as a way of airing grievances with your business. It is important that you address complaints as quickly as possible. More important than speed however, is effective and constructive communication when dealing with complaints. Trained employees often result in a positive and meaningful interaction. No matter what, customer happiness is vital, however they choose to reach out.
Summary
We’ve gone over just a few ideas and features meant to improve contact centers. More importantly though, these ideas should be kept in mind whenever a company has customer interactions. They will provide valuable insights into your operation, no matter how big or small your business is.
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