Five Steps to Better Visibility, Discipline and Control in the Contact Center


Customer-focused contactChris O'Brien, Marketing Communications WriterIn today’s socially wired – and wireless – world, every interaction with a customer contributes in some way toward the overall customer relationship. Building and maintaining excellent relationships is one of the ways businesses can differentiate themselves from the competition and foster long-term customer loyalty. The challenge is to interact with customers more flexibly and efficiently, while delivering consistent, quality experiences. This is no easy task, considering that consumer demand for communications anytime, anywhere through multiple channels is the new norm.   

How do leading organizations keep the customer at the center of every interaction?

One of the many reasons unified communications and workforce optimization tools are growing in popularity is their ability to provide a groundwork for cultivating customer relationships. Organizations that implement strategies like these realize greater operational productivity and efficiency, an enhanced collaborative experience for employees and a routinely positive customer experience.

There are five ways you can help ensure your business is delivering a next-generation customer experience that will inspire customer loyalty:

 1.       Fully integrate unified communications with workforce optimization

Inside a next-generation, customer-centric knowledge network, UC channels and ask-an-expert workforce optimization capabilities pull customers into a closed-loop service experience, creating high potential for first contact resolution.

 2.       Formalize an expert escalation policy

UC makes it possible for agents to escalate customer issues to the most qualified experts, and workforce management makes scheduling their time a practical reality. Formal escalation policies set clear expectations about roles and responsibilities for contributors and when those responsibilities apply.

 3.       Capture the total customer experience and cultivate continuous operational improvement

A simple service level score on an inbound call barely scratches the surface of the wealth of customer data available today. WFO analytics can provide a composite view of the total customer experience, with detailed insights into customer behavior.

 4.       Schedule the best combination of agents, back office staff and experts across channels  

A centralized and comprehensive approach to staffing is the key to planning and budgeting for the right number of agents, back office staff and experts with the right skills at the right time. Workforce management applications simplify and enhance this process with advanced forecasting and scheduling tools.

 5.       Motivate and empower customer experience contributors to deliver their best performance

When companies continually engage employees through learning and coaching, they maintain a workforce that performs consistently to set standards and remains motivated and empowered to deliver the optimal customer experience every time.

For more details on how workforce, quality and performance management capabilities provide practical business processes and tools for effective staffing, monitoring, reporting, evaluation and coaching, be sure to read the full white paper, Five Ways to Optimize Your Workforce for Customer Contact in a Social Marketplace.

Chris O'Brien