Five Strategies to Avoid Crisis in the Contact Center

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Use scripting for consistent messaging

When crisis strikes, you must have all of your agents on the same page as they answer higher volumes of concerned customers calling. The easiest way to keep messaging consistent across your contact centers is to use an automated scripting system. Scripts should be stored in a centralized location so that agents in any location can quickly access them during a crisis.

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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