Five Strategies to Avoid Crisis in the Contact Center

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Put data to good use

Contact centers have a wealth of data at their disposal both about their callers and their agents. The problem that many companies face, however, is that customer data is often siloed and difficult to access. Only by stitching together this otherwise disparate data can you can get a full overview of interactions between your customers and your agents. This will enable you to have the history you need to pair customers with the best agents for their call issue.

GM 's well-publicized customer service nightmare, following its "faulty ignition" recall, is but one example of a major company in the throes of customer backlash in recent months. Amazon experienced a similar – and sudden – surge in customer complaints following its Christmas delivery fiasco. In times of customer crisis, what are the best practices and technologies available for handling these unannounced call center emergencies? With a recent ACSI report showing online shopping satisfaction at a 12-year low, it's clear that customer experience is taking a beating. 

There's a lot of talk these days about "customer obsession." In fact, 2014 has been dubbed by many as "The Age of the Customer." Customers are now in the driving seat and expectations couldn't be higher. Nowhere is this felt more than in contact centers, which is often where a customer has his or her first interaction with a company. Contact centers are a hub of activity during a normal business day, but as GM recently learned, customer demands can skyrocket – and in a matter of minutes. Here are five best practices, identified by Transera, Inc., that contact centers of any size can use during heightened call volumes due to crisis such as holidays, promotions and other unexpected occurrences.


Related Topics : Cox Communications, Business Development, Contact Center Solutions, CRM Solutions, Database Acceleration

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