Unlike the idyllic, festive, and calm scenario that the idea of Xmas brings into the mind of all of us, for the most part of businesses it is quite the opposite. According to Statista, the holiday season accounts for 20% of the retail Industry´s annual sales, and can account for as much as 30% of an individual retailer´s total sales. Things do get hectic.
Which of us doesn’t have a pet hate for those annoying people that call us at the most inappropriate times, such as the middle of dinner, to sell us something that we couldn´t care less about?
Are your contact center agents still greeting your customers with this line?
Are you undecided about the routing strategy that you should use to meet the current needs of your business?
According to an American Express survey, 99% of consumers surveyed say that getting a satisfactory answer or being connected to someone knowledgeable (98%) are the most important prerequisites to a great customer experience.
After analyzing your business, you have identified that a contact center is the answer to your purposes and objectives. But do you know what to do next? Where to start?
If your answer to this question is “men, women, between the ages 18 and 50” etc I have bad news. You cannot define your customers by generic data, such as age and gender anymore, or you will run out of customers. Most companies have an intelligence center that is often disregarded and still not used as such. It has precious information for assessing what is being done and what can be improved.
We strive to help our customers achieve maximum business profit while at the same time providing their own customers with the most excellent service. I´m going to take this opportunity to give you a little insight on how to use each dialing mode to achieve that objective.
Perceiving the quality of your customer service, communicating it effectively to all players, and learning how to improve it is a real challenge, especially now that buzz words such as customer journey and customer experience are stronger than ever.
Home agents is not a new concept, but still a very relevant one, due to the rising numbers in cloud contact center deployments. Companies operate on a global world and need agents across the several regions and with different skills to be able to achieve customer retention and loyalty regardless of the agent´s location.