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According to a survey conducted by IBM, 65% of Millennials do not want to deal with a live agent at all. To address this, call centers have begun experimenting with virtual agents or chatbots.
A virtual agent can reduce the workload on your support staff, keep your branding consistent and stop tickets from getting escalated to higher levels.
Customers are demanding now more than ever. We live in a world that is a slave to the "we want it now" culture and customer service support centers that refuse to adapt are being left in the dust.
If you are looking for a proactive approach to improving your customer service, it starts with investing in the right software. Statistics show that the cost of bad service can be significant and call centers that want to be successful need to be able deliver the exceptional customer experience that is expected of them.
Over the past year, omnichannel has become the buzzword in the contact center industry. Yet, there are still call centers who have not evolved and continue to resist integrating new technology to step up their customer experience.
There are many reasons for this lack of adoption. Most call centers are still unsure how to get onboard the omnichannel revolution and feel overwhelmed by the sheer number of digital options available.
"I have got too much work and not enough time to do it all". That is a statement we have all muttered to ourselves at some point in our careers.
Towards the end of 2016, a study by Wrike came out stating that nearly six in ten employees feel their workloads have gone up. A further fifth reported that work demands had increased "significantly" in the past year.
However, that's not all, 47% of respondents across various sectors stated that they work longer works to get the job done than they did a year ago. A third of managers also confirmed that they expect employees to put in this extra time and take fewer breaks to meet the demands of their growing task lists.
Clearly, Artificial Intelligence (AI) is ushering a new era of convenience and service. I am reminded of this absolute truth anytime my three year old bounces into the kitchen and asks Alexa, our Amazon device, to tell her a joke or play her favorite song. The AI genie is undoubtedly out of the bottle, and there’s no telling how far this technology will go to enhance our lives.
One thing is for sure: AI in customer service is no longer a far-off dream, but a present reality. How can contact centers harness the power of AI to improve customer engagement? Read on to find out how.
As unlikely as it may seem, creating customer connections can also be done via SMS and chat. According to a study on virtual relationships, people foster connections faster through virtual communication like SMS because they are not distracted by superficial distractions.
For call center agents to form deeper relationships with customers, they need to dig deep and figure out what the customer really wants. In order to do so, agents must understand how customers think and feel. From there, they can start crafting messages to build an emotional bond to keep them loyal and turn them into advocates.
Customers reach out to your contact center for myriad reasons: to purchase or return a product, to receive service or lodge a complaint on a previously purchased good or service, to change their account settings, to solve a technical issue, to ask a question, to make a payment, to ask a complex question to a service representative… the list could go on and on.
Being able to customize IVR (interactive voice response) call flows could mean the difference between a satisfied customer or an abandoned call. Contact centers must organize and structure their IVR call flow to meet the unique needs of every customer while ensuring a streamlined experience that taps into the resources of your center efficiently and effectively.
But where to begin?
First things first: What is abandonment rate in the call center and how is it measured and expressed?
The abandonment rate is a percentage of how many calls hang up before speaking to an agent versus the total number of incoming calls. It is expressed as a percentage and calculated by dividing the number of abandoned calls by the number of total calls. Configured properly, your CRM system should be equipped to track these numbers.
Maybe you’re a seasoned veteran in the call center, but you’re looking to impress a new manager or wow your customers before an upcoming survey blast. Maybe you’re unwrapping your first headset and you want to start off on the right foot with your boss and your customers.
Whatever your motivation, here are some quality tips for call center agents that will make your boss glad he hired you and your customers glad they called.