Earning the Customer Back Through Great Service

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It has been said that “if you are a good enough salesperson, you can sell anything to anyone once.” However, in order to sell something twice, the customer needs to experience great service. Intuitively, most businesses know this…but it takes effort to deliver great service. It also takes the entire team to deliver the kind of service that will convince the customer to buy again.

Are our contact centers working hard to provide the level of service that customers need to keep buying your products and services? Remember…it takes the entire team to build a culture of service and it doesn’t come naturally for everyone.

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A Matter of Trust

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Crossing the Chasm by Geoffrey A. Moore discusses how new technology is adopted. It explains that the first group to use a new technology is the ‘Early Adopters’. These are the people that love to try new things. They are comfortable with risk. They are the ones that ‘break it in’ and are invaluable in the process of working out the kinks. But they are also on the fringe. They typically represent a tiny percentage of a market.

The bulk of the users are not so disposed to taking risk. They want to see and use a product that has very few kinks, with established SLA’s or levels of performance. Reliability is their mantra. They won’t use a product until they can trust it with their most valuable asset, their customers. At inContact we recognize how important that trust is. But trust does not come just because someone says ‘Trust me’. Trust comes from seeing, hearing and experiencing.

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Expecting the Unexpected

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With a slogan like "The Greatest Snow on Earth" emblazoned right on license plates, you wouldn't be too surprised to hear that winter storm warnings are pretty common in Utah … in the winter, that is.  Yet last week the beautiful spring weather was interrupted for a couple days thanks to a late snow storm and its accompanying warning.  It's not "supposed" to happen, but it does … and it happens more often than one would think. And although we know the unexpected happens,  when it does,  it always catchs us off-guard– wreaking havoc and gridlock.

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Are You Acting on the Voice of the Customer?

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Is your contact center among the growing number of contact centers that are listening to the voices of their customers through various feedback tools?  If you answered "yes" to this question, what are you doing beyond just “listening” to your customers 'feedback?  Are you taking action and fully utilizing your tools? 

More often than not, customer feedback data is gathered, only to sit unused until it becomes stale and worthless.  The biggest cause of this is typically related to staffing.  Contact centers collect the data, but without the resources to take action on the data, they simply cannot respond to it quickly enough to make a difference.  Analytics tools can assist with processing the data quickly, but in a typical service recovery or agent coaching effort, an actual person must be involved at some point to follow through on the pertinent survey results. 

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An Introduction to VoIP

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VoIP is an acronym for Voice over IP or broken down even further, Voice over Internet Protocol, yet calls don’t have to run over the internet at all.

Essentially, VoIP is a way to transmit voice telephone calls over a data network using the protocol, or set of rules and standards, that the internet was based on – the internet protocol.   VoIP takes your voice as spoken into a telephone handset or headset and converts that voice into a format that can be transmitted at high speeds over a data network previously reserved for data such as internet searches and FTP.

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Contact Center Love – Part Two

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In the first installment of this series I spoke about contact centers, the large amounts of money spent and resources that companies spend on you, their customer.  However, for many people, the operations of a contact center are foreign. 

In the contact center world, employees account for up to 75% of expenses. The vast majority of those employees are the friendly agents answering your phone calls. This statistic should help to shed some light on why contact centers care so much about costs and cost reduction.  The contact center operations team knows that they need to have great agents in order to satisfy their customers, but they are also concerned with improving the effectiveness and efficiency of their center.  Contact center operations teams may rely on a myriad of different technologies to meet these efficiencies.

Workforce management software is a terrific example of a technology that balances operational efficiencies and a happy workforce of agents.

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