Build confidence with your customers
First things first, you need to build confidence with customers—it’s a key part of creating a customer-centric team. In order to do this, you need to focus on your team and ask yourself, “Are my employees happy at work?” Your employees are the ones interacting with your customers on a regular basis, so if they’re happy, your customers are more likely to be happy too. In fact, companies that excel in customer experience have 1.5 times more engaged employees than companies with poor customer experience.
In these days of multi-channel communications, your employees want access to tools that make it easy to
communicate with one another and customers. Provide your employees (specifically contact center agents) with an intuitive communications tool that not only makes it easy to connect with others, but also comes with a suite of coaching and support tools to uplevel their skills. Skilled agents not only provide stronger customer service, but they also perform better and stay at their company longer. If you want to better support your employees and build confidence with your customers, keep an eye out for the following capabilities.
In a modern contact center, it’s no longer just about offering tips and training to improve performance.
If you’re a supervisor and feel an agent needs a little assistance or a nudge, you need a tool with a whisper option to talk to your agent without the customer hearing. If the agent is really struggling and you think the customer is getting frustrated, you also want a barge-in option that lets you join in the conversation or a takeover option that lets you steal the call from the agent.
This article is posted at ringcentral.com
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