We are midway through 2022. Contact center trends that were forecasted at the beginning of the year have had sticking power and we have seen a common theme emerge as the months have passed. The theme: Strategic organizations are centralizing their operations around consistency.
Customers care about their interactions with your business more than ever before. By unearthing the customer data insights your business call center is already collecting, businesses can better meet customers’ expectations, and improve their overall customer experience. Call center analytics makes it easy to understand your customers.
In recent years, the customer service industry has been upended with pandemic-related challenges. In particular, call centers and their teams have had to quickly adapt to new work environments, technological barriers, high call volumes, and increased customer escalations, just to name a few. And as organizations continue to navigate and adjust to the expectations of their customers and employees, certain call center customer experience trends have come to light.
When you are communicating in person, we have much more than words on our side to help us get our point across. Body language, facial expressions, hand movement and gestures, and of course, our tone of voice help us deliver our message the way we intend it to be understood. So much of human communication is non-verbal and helps our brains figure out the context and meaning of messages. When we communicate over the phone and no longer have those nonverbal cues on our side, suddenly our word choice and our tone of voice become increasingly significant.
If you have ever read any of our other blogs (which we highly recommend) you might notice that we use the terms call center and contact center interchangeably. We do this because we provide software that can benefit both call centers and contact centers but there is actually a difference in business application.
Anyone familiar with call center management knows that keeping a close watch on metrics is a must when running efficient operations. There are dozens of call center Key Performance Indicators (KPIs) that can be tracked but ultimately, it comes down to measuring what is most important to your team and business goals.
Whether your team has gone permanently remote, returned to the office, or you are working in a hybrid model, everyone seems to be struggling with how to engage their employees in a meaningful way that doesn’t come across as “forced fun” or “mandating culture”. So we’ve compiled a list of some popular ways to cultivate participation, engagement, and connectedness within your organization regardless of your industry, or if your team members are in office or remote.
You’ve probably heard the term gamification. But what does gamification really mean? Or most importantly, how could it actually be useful in the call center? Find the answers to these questions and more in the video below. Take a look! Gamification Defined Some people think of gimmicks with the term “gamification” like […]