Need to Raise Your Call Center Quality? Be Cloud-Bound
February 21, 2014
It’s a well-know maxim in the industry that call center customers are a fickle bunch, and they rarely call to praise a company. Usually whenever that call comes in, there’s an issue that has upset them so much that they’ve taken the time to track down your number, make a call and demand that you do something about it right away. It just comes with the territory.
So customers are on edge from the get-go, and just about anything can raise their stress level even higher; even something as benign as “too many” rings before the call is answered. It’s no wonder the call center industry has one of the highest turnover rates of any business.
What can you do to help your business rise above it all, and become better at what you do? According to the folks at inContact, a leading cloud call center provider, you simply need to give the customer an experience that is second to none.
“Customers are impatient, powerful and most of all, all in,” inContact noted in a recent statement. “And they expect that you be, too, which means meeting them where they are: mobile and multi-channel, through voice, Web, email, chat and social media.”
In short, the company believes that “good” customer service is no longer good enough. You’ve got to be at the top of your game, and steps ahead.
To that end, inContact is hosting a new webinar this coming Tuesday titled “Bringing Your ‘A’ Game: Taking Your Contact Center from Good to Great.”
Hosted by inContact’s Chief Marketing Officer, Mariann McDonagh, she’ll be joined by Sheila McGee-Smith, Founder & Principal Analyst at McGee-Smith Analytics. Together, the pair will look at some solutions through cloud services that empower contact centers with speed, flexibility and agility to quickly gather, analyze and respond to customer insights across the many communications channels they’re using.
Among the topics to be discussed will be:
Edited by Rory J. Thompson
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