Zen and the Art of Contact Center Efficiency

One of business operations major challenges faced by any customer-facing enterprise is: How can you deliver a level of customer service that is fast, successful in resolving support requests, while at the same time managing costs? Furthermore, how can you ensure that your central body for customer care, the contact center, is equipped with well-trained agents and the most effective technology to be efficient and proficient in resolving customer questions?

The role of a contact center – especially when focusing on the big picture of customer experience – is very much evolving.

Customer Experience Management (CEM) has emerged as a new paradigm for modeling the agent-customer interaction. An important distinction between customer experience management and traditional customer service management is the notion that every interaction at any touch point constitutes an experience.

In order to address the challenge of contact center efficiency, we have to look at what really bothers contact center managers.

  • High volume of incoming support requests
  • High agent turnover rates & constant need for rapid training
  • Ever evolving software and technologies to train agents on
  • Overall Contact Center operations costs
  • Customer high expectations & frustration of those expectations not being met
  • Need for effective and easy omni-channel support
  • Stupid “how-to” questions from customers that ideally, they shouldn’t be contacting the contact center to begin with

In order to discuss strategy and available solutions to overcoming some of these challenges, I encourage you to register for the upcoming webinar, “The Art of Contact Center Efficiency: How to Instantly Deliver a Simple and Effortless Agent and Customer User Experience” which will take place on Thursday February 26 at 1:00 PM EST/ 6:00 PM GMT.

The webinar will examine raising contact center efficiency by strengthening the UX on a website or software and deploying real-time guidance onscreen and self-service options which will reduce incoming support requests. In addition, the webinar will also look at enhancing the traditional IVR experience by providing a Visual IVR Menu for customers trying to contact you. Taking a look at the bigger picture, this webinar will present best practices and use cases to reduce contact center costs and the overall customer experience.

Register for the free webinar (and recording) by filling in the table below.

Amy Clark is the Lead Author & Editor of IWantItNow Blog. Amy established the Customer Engagement blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to customer service, support and engagement.