3 Tips for Running the Kind of Contact Center You Wouldn’t Mind Calling August 3, 2015Consider the last time you were tasked with the dreaded phone call to a business’s customer service; most likely you were upset you had to contact the business in the first place. Whether its a 500 person contact center or a single person working in their basement, every business has to have some form of customer service. So, during your next engagement with a customer there are a few ways you can increase the likelihood that the customer will hang up the phone with positive remarks about your company. Here are a few tips to become the kind of contact center you wouldn’t mind calling: 1. Be cognizant of your customer’s time. Keep queue times short and use a call attendant or IVR to gather information before routing the call. Present the call attached data to the agent and anyone else to whom the call is transferred. Give your agents the ability to update or add to call attached data so that any other parties brought into the call through conference or transfer have access to correct customer information. Use CTI to receive a screenpop and confirm the accuracy of that screenpop. Have your agents quickly look at the customer history and call attached data to make some quick deductions on why the customer is calling. 2. Focus on improving. It’s hard to know where to improve if reporting is inaccurate. It’s important to know what your agents are doing in the contact center but you should also be able to draw conclusions from those reports that help make operating decisions. A lot of data that is disjointed or not accurate doesn’t provide a lot of value to operations 3. Don’t forget about the agent experience. Agents that enjoy their jobs help make your customers happy. Agents that are burdened by their tools pass on that frustration to people they are talking to – your customers!