09 August 2018

4 Easy and Effective Ways to Build Customer Rapport for an Effortless Client Experience

Written by Danielle Wong, Posted in ComputerTalk, Contact Center

Regardless of your role within an organization, rapport building is a key skill to help you foster relationships with others, especially customers. Customers expect an experience that makes them feel relieved that their problems are solved in a friendly and approachable manner, putting their minds at ease.

When customers have good experiences with your organization, there is a higher percentage that they will remain loyal to your company, remaining customers for the long-term. Studies have shown that higher customer satisfaction rates are correlated with reducing churn and increasing sales. You want to provide positive outcomes regardless of if you can or cannot solve their problems and alleviate the situation and built trust in your relationship.

According to Call Center Helper, building rapport is "about creating a common bond of trust, particularly over the phone, learn[ing] to empathize with your customers, hav[ing] a genuine interest in their situation and make[ing] them feel valued." By facilitating exceptional communications, you can help provide outstanding customer experiences. 

Building rapport isn’t solely for contact center agents or customer service representatives. It can be applied and utilized by anyone in a customer-facing role, or even among co-workers and employees. Rapport building can be applied to different job functions including sales, support, partnerships, customer success, and account management.

Here are four easy and effortless ways how you can build rapport:

31 May 2018

Meet the ComputerTalk Team: Georgia Coward

Written by Martin Borowski, Posted in ComputerTalk

 

Name: Georgia Coward

Function: People Functions

Education: BA English - University of Western Ontario; HRM Post-Graduate Certificate - George Brown College; CHRP - Human Resources Professionals Association



What do you do here?

I am the People Function Lead, which means that I am customer service for all the employees. I do your traditional HR stuff, such as full-cycle recruiting (from campus recruiting to experienced hires), health and safety compliance, benefits and retirement administration, staff performance reviews and profiles, compensations and total rewards (market data, pay scales), planning social events, and a many other ad hoc projects.

What do you like about your role?

I like the variety. If I'm overwhelmed or can't do something right away, I can switch to something else. Being able to work between 5 or 6 different problems or projects works for me as I don't have the patience to work on one task at a time. As well, I like the autonomy. I don’t need to go to Blair [ComputerTalk's Chief of Staff] every 30 seconds to ask if my work is okay for approval because that would slow everything down. She trusts me and lets me run with things, but is always there for support. I talk to a lot of my other friends who work in HR and they are assigned to 4 or 5 tasks for the whole year. They must go to their manager with every draft to get approval, which I couldn't imagine for myself.

17 May 2018

How Gamification Supercharges Employee Performance in the Contact Center

Written by Danielle Wong, Posted in ComputerTalk, Contact Center, Unified Communications

First thing’s first: What is gamification?

According to Gartner, "gamification is the use of game mechanics to drive engagement in non-game business scenarios and to change behaviors in a target audience to achieve business outcomes." By applying activities and this game thinking methodology to the workplace, this can lead to greater contact center results, benefitting both employees and the organization itself. Through leaderboards, points, challenges, and incentives, gamification can help motivate and engage contact center users. For users to be successful in their role, employee motivation is a crucial component to deliver the best experience for their customers.

What is the value of implementing gamification in your contact center?

When implementing new strategies in organizations, the questions always asked are: Is it worth it and how will we measure success? To determine the return on investment, gamification involves tracking key performance indicators (KPIs) of contact center employees during their shifts. Some examples of KPIs that are measured include the average time contacts spend in queue, the average speed of answer, first contact resolution, total call duration, etc. These KPIs differ from organization to organization, but the metrics are utilized to motivate agents to improve performance by reaching goals and competing against each other.

How will this benefit the organization?

One of the benefits of implementing a gamification strategy in your contact center is improved employee performance. If agents perform well, then the company performs well. Consequently, this leads to organizational growth with their people, products, and service.

19 March 2018

The Personalized Contact Center Experience

Written by Martin Borowski, Posted in ComputerTalk, Contact Center, Unified Communications

In today’s digital world, customers expect flawless experiences across every touchpoint with your organization. The key to a flawless customer experience is relevance.

Your customers are looking for information and interactions that are relevant to them, and they don’t want all the fluff. The last thing they want to do is dig through webpages and IVR menus to find the right person or the right information. Relevance doesn’t just apply to information though. Customers also need relevance in the context of time, place, device and more.

The solution to the relevance problem is personalization. Personalization is the most powerful tool you can use to deliver a relevant experience for customers. At a high level, personalization consists of demographics and behavior. These two categories are then broken down into numerous data points that you will use to better understand the customer. In the digital age, this information is so readily available that we no longer ask the question “Why should I personalize?” The question now is “Why not personalize?

14 March 2018

4 Reasons Global Enterprise Need Cloud

Written by Martin Borowski, Posted in ComputerTalk, Contact Center

Many global enterprises choose to manage their own technology, and with good reason. When platforms like the contact center are serving thousands of employees and millions of customers worldwide, you can’t afford to miss a beat.

Many enterprises view self-managed, on-premises solutions as more reliable and easier to control. In reality, modern-day cloud solutions are as reliable as (sometimes more reliable than) on-premises solutions. Some of the benefits to the cloud are obvious, such as cost savings, no need to manage infrastructure and reliable high availability. However, when deciding between cloud and on-premises, there are more things for global enterprises to consider. Here are 4 compelling reasons why global enterprises need the cloud:

21 February 2018

Small contact center, big data

Written by Martin Borowski, Posted in ComputerTalk, Contact Center

Do you know how much data is generated by your contact center? The answer might surprise you. Even the smallest contact centers that field only 100s of calls per day are generating massive amounts of data.

Whether your contact center handles 100 calls per day, or 10 000 calls per day, you have a significant data source on your hands.It’s easy to collect data, but it is crucial that you know how to sift through it and, more importantly, how to use it.

Data sources

The contact center operates in an environment involving various internal and external stakeholders, as well as multiple channels. This means that the enormous amount of data entering the contact center is coming through a number of sources and in many different formats. Here are some of the most common data sources in the contact center:

  • Text-based transcripts, such as email, SMS, and IM
  • Voice call recordings
  • Screen recordings
  • IVR data, including menu choices and information entered
  • Queuing information, such as time spent in queue
  • Data from integration sources, such as a CRM
  • Manual input information from agents

As you can see, there is a significant amount of data flowing in and out of the contact center at all times, from a number of sources. The job of the contact center is to collect all of that information, and to provide tools to optimize business processes by understanding the data. How are you using your data?