Customer service is a cornerstone of most businesses, a large part of what keeps customers loyal or sends them running for the competition. For years, businesses have used metrics to measure their call center operations, such as number of calls answered, length of call and call resolution. Those metrics worked fine -- for a while.
Now, businesses are zeroing in on the customer's needs and upgrading their call centers to do the same. They're taking a kinder, gentler approach to call center metrics that measures the overall performance of call center agents rather than simply their adherence to operational metrics. Agents are trained to view calls from the customer's perspective to improve problem-solving and enhance customer relations. Call center agents are also being mentored to help develop their skills and learn as much as they can. The hope is that both agents and customers will be happier and remain loyal to the business.
This guide also examines the prominent role social media now plays in the call center, and how metrics have been expanded and updated to keep in step with the march of time and technology.
Know NovaMedia, our tool for customer service, with support for voice, video and chat over web or telephony lines, an excellent option for Contact Center, click here.
No comments:
Post a Comment