Empower your agents to see increased productivity and help them serve customer better
We have all worked on countless reports during school and college; the purpose of which was to gauge our learning, our presentation skills, and our insight on the topic. I remember successful presentations because I spoke confidently and also handled audience questions and counterarguments with ease. The appreciation from my teacher at the end of the presentation was further proof that I had done well. However, in the unsuccessful ones I could sense the boredom on my classmates’ faces.
Sleepless nights, odd meal hours or maybe just one brunch a day that experience of comfort even when you realize you were actually sleeping on a chair while people were clicking awkward pictures of you to post on Facebook and pull a long trail of scoffing comments just for fun; and still all of this not percolating even a bit into the subconscious in the wake of what one has to deliver. YES, this is my version of definition of /tmp as I have seen the teams living that passion day in and day out.
If you think that these terms are separate services of a call center with no relation to each other, think again. All of these, together as one, turn the customer experience into an extremely smooth journey. As separate components working towards the one common goal, all of them aim to keep the customer satisfied and delighted, which would ultimately result in higher sales. These tools also end up being very useful to the agent and help them handle multiple calls and requests, at the same time.
/tmp: Mid-Week Madness and Battle Plans
When /tmp started on Saturday, we had no clue of how crazy we would all be in just a matter of days. The second edition of /tmp is already on its way to beat last year’s event with regards to midnight brainstorming, madness quotient, and most importantly the race to make the winning product. With our eyes on the prize, it is a battle and a test of will. Continue reading “/tmp: Mid-Week Madness and Battle Plans”
There are techies and then are Techies. As a techie myself, I have always looked up to inspirational people like Steve Jobs, Bill Gates, and Mark Zuckerberg and marvelled at how all of them have built programs that changed the world. Their impact has been so profound that each one of them is a world leader. What they do or say matters in this world. To be like them, to have that “one idea†that makes you big therefore, is a dream. It’s what we all chase after.
The primary objective of any call center is effective customer handling by agents. It is imperative for every call center to make sure that the way agents are interacting with customers is never suboptimal. An agent should always treat customers with utmost courtesy and do whatever it takes to handle the call at hand appropriately. Simply put, the quality of customer interactions a call center has through its agents will always have a direct impact on its profit & loss statement. There are several focus areas which can greatly help in not only tracking the call center productivity but also augmenting its output considerably. A few of them are as below:
A customer is the most important part of any business. While making any decision related to product enhancements, pricing policies or new product development, we always refer to their desires and needs. Failing to understand these desires and needs could cost you a lot of money, but if you are able to manage to improve your offerings to the expected levels, you can expect happier customers. This is one of the Golden Rules of any business.
A couple of months ago, I travelled to the Philippines for a vacation and en route I travelled to Malaysia, needless to say I was very much intrigued while I was waiting for my flight to depart the airport. It wasn’t the airport, the plane or even the belles that made sure I was comfortable. I was mesmerized by the television.
When a customer reaches out to your contact center, whether this is for a order booking or for support queries, they want to be served immediately. The old adage of “Customer is Kingâ€, stands even truer in the current business scenario.
There is a continuous and rising pressure on all businesses to turn out work and deliver the customers with the best offerings. In order to carry out the activities smoothly, an efficient workforce management is paramount. It also plays an important role in assisting business expansion thereby bringing in more profits to the business. Also, if you want to optimize your business and boost its potential performances, you need a well organised workforce management.
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