Customer Service and Contact Centers

Customer service and contact centers are essential to a company’s most important goal: customer engagement.

Companies with large volumes of clients choose to either hire a contact center or create an in-house department with their own agent facilities.  

Customer service is a complex task more often than not; therefore, agents must learn to face day-to-day challenges in customer relations adequately.

Agents must possess certain skills and meet a given profile. Their task is to increase efficiency and competitiveness while providing excellent service in each call.

Here are 8 Nuxiba recommendations for improving customer experience. 

1. Improve service speed

Your business makes a bad impression on customers when they are kept on hold longer than the reasonable wait time, which is 5 minutes.

CenterWare Xion features an advanced routing system. This system allows you to forward every call going through your contact center to the appropriate agent easily and quickly.

It can also tell customers their position in line and the average wait time.  

When starting a conversation, agents must be able to identify contacts correctly with the data stored in their computers. If they don’t know the answer to customers’ questions straight away, they must know how to search their knowledge bases to provide a suitable, comprehensive solution.

Thanks to the graphical visuals of CenterWare CRM agents will be able to read all the information related to each client, including their calls log, tickets, orders, etc., in a trice. 

2. Use call scripts

Call scripting can benefit contact center users. It determines the steps to follow in customer communications. They must be provided with possible alternatives and suggested courses of action.  

Good scripts include all the questions that agents should cover along with relevant information (regarding campaigns, customers, products, services, etc.).

Scripts must be dynamic and focus on any aspect that needs to be improved. This allows you to make sure service quality increases over time.  

Campaigns are unique and, as such, their scripts must be tailored to specific audiences.  

CenterWare Xion scripting application is so user-friendly and intuitive that you will be able to create both simple and complex scripts for each of your inbound or outbound campaigns in just a few minutes.

Scripts can also be customized with client details so agents have a complete set of data at hand.

3. Conduct Customer Satisfaction Surveys

Before finishing calls, agents need to ensure there’s nothing left with which they can help clients.

By means of customer satisfaction surveys, you can know whether this requirement was met or not and learn about different opinions on your service first-hand. 

The survey system of CenterWare Xion collects user data right after the end of all conversations. Its easy-to-use block-based interface allows you to put together a series of questions with few or multiple options in a couple steps.

You can also use prerecorded messages or text-to-speech technology to prompt for data. 

4. Keep clients informed

If clients contact your business to report a problem or complete a transaction and no answer is immediately available to them, keep in touch via telephone to let them know the status of their requests and show them you care about providing them with constant feedback.

The callback feature of CenterWare Agent as well as the email function of CenterWare CRM can help you to follow up on all your customers’ tickets and service orders. 

5. Take your business from 9-5 to 24/7

Nowadays clients think contact centers need to offer additional business hours. They want to have the option to speak with an agent around the clock.

As a result, companies face the challenge to find a low operating cost means through which they can provide a high-quality service 24/7. 

By deploying an IVR system, you can reduce wait times and information is accessible to clients at all times. through menus with automated voice responses and direct database interactions.

To achieve clear, effective communication, callers that require a custom answer can also be transferred to a live agent. This way, you can optimize your resources, and consequently, your contact center’s productivity increases. 

6. Monitor

Real-time monitoring is of the essence to keep track of your contact center’s overall operation. To get the whole picture, you need a dashboard that displays the status of agents, the total talking time, the number of queued customers, etc.  

CenterWare Xion X5 comprises a set of Rich Internet Application (RIA) tools. This makes it possible to manage your platform with great ease and check on the current inbound or outbound activity of all your agents.

Through visual indicators, graphs, and an attractive color code, you can locate relevant pieces of information and applications, such as: 

  • Total received, answered, abandoned, and overflowed calls
  • Percentage of answered, abandoned, not answered, and overflowed calls 
  • Average wait time
  • Service level
  • Agent names
  • Agent statuses and staffed time
  • Call details (phone number and ACD group name)
  • Average talking time
  • Real-time monitoring, conference and coaching options
  • Agent-supervisor chat
7. Implement quality standards

The quality department has to both promote control mechanisms for successful customer interactions and encourage the professional development of the contact center’s staff.

It is in charge of ensuring that all in-house courses of action, training plans, and operational procedures are regulated through a set of policies. Clear guidelines are crucial to contact centers and all the activities they carry out. 

Quality managers must audit the contact center’s standards with a target in mind. To monitor agent activity, they can listen to calls in progress, review screen videos, and retrieve recordings of past customer interactions.  

An evaluation system not only allows to score agent performance based on each part of a call (introduction, development, and resolution) but also to provide feedback on both the staff’s strengths and room for improvement.

The assessed criteria vary depending on the goal of each business; however, the most common are greeting and closing formulas, knowledgeability, politeness, respect, etc. 

CenterWare Xion X5 features a state-of-the-art call and screen (video) recording system: CenterWare AVRS.

It is developed with today’s most advanced technology and is seamlessly integrated with CenterWare Xion Administrator. This means customer interaction files can be located at any time within seconds. 

CenterWare AVRS can help you to centralize, save, access, play, and supervise all the calls received by your contact center and business.

It is ideal to monitor and back up agent operation, as well as to measure and improve service levels, rate the quality of customer interactions, and detect frauds, payment promises, or negotiation statements.  

The finder in CenterWare AVRS is a powerful search engine that retrieves any recording you need in next to no time. Just enter a campaign, agent, or customer name and all the matches found will display immediately.

The innovative system Analytics&Emotions will also enable you to locate files according to shout detection levels. 

Through the software’s quality module, you can check both the audio and video of calls.

In addition, it has fully customizable formats to rate agent performance, detect the staff skills to be strengthened, and evidence frauds, payment promises, negotiation statements, etc. 

All the calls received throughout the day will be graphically depicted in a timeline based on a color code by disposition so you can identify the progress of campaigns. 

8. Reduce Learning Curves

Employee turnover rates are usually high in contact centers due to numerous reasons. Turnover translates into big expenses. It can compromise service quality because the new staff has to be recruited and trained all over again. 

CenterWare Agent allows users to become familiar with its different tools very quickly thanks to its practical, intuitive graphical interface. This way, you can significantly reduce learning curves and agents can focus only on studying your contact center’s procedures. 

All the tools required while waiting for a call or during a customer interaction are at hand with self-explanatory and easily recognizable icons, buttons, and indicators.

For further functionality, the applications can be integrated with any ERP, CRM, database, or management system through the following components: 

  • ActiveX (Microsoft)
  • WebApplet (JAVA and HTML)
  • Application drivers
  • JavaScript (Java or Adobe)

Learn more about CenterWare and improve your customer service. 

Software for Customer Service

44 thoughts on “Customer Service and Contact Centers”

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