09 Août 2018

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

Written by Danielle Wong, Posted in Contact Center, ComputerTalk

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:

11 Juillet 2018

Meet us at Microsoft Inspire 2018

Written by Danielle Wong, Posted in Events

Date: July 15-19, 2018
Location: Mandalay Bay Convention Center and T-Mobile Arena, Las Vegas, Nevada

With past attendance of almost 18,000, Microsoft Inspire is where partners, Microsoft personnel, and industry experts from around the globe come together for a week of networking and learning. Speakers include business and industry leaders from around the world – Microsoft executives, trailblazers in research and innovation, and tech visionaries. Sessions include: modern workplaces, data and AI, applications and infrastructure, business leadership, and more.


ComputerTalk is a Microsoft Gold Certified Partner. We deliver the world’s only enterprise-class, Skype for Business native cloud contact center. ice Contact Center for Skype for Business helps organizations deliver intelligent and personal customer experiences across every channel of communication including voice, email, chat, SMS, and social media.


Meet with us to see how you can play a part in our growing partner network, or how we can build on our existing relationship. Leverage this unique opportunity to work with a one-of-a-kind, best in class platform and team. Our extraordinary partner network provides contact center solutions to customers all over the world.

We would like to meet you there!
Schedule a meeting with Brandon Viamonte, our Vice President of Business Development and let us show you how we can add a valuable solution to your business application offering.

31 Mai 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 Mai 2018

How Gamification Supercharges Employee Performance in the Contact Center

Written by Danielle Wong, Posted in Contact Center, ComputerTalk, 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.

02 Avril 2018

Physical Cybersecurity in the Contact Center

Written by Nicole Robinson, Posted in Contact Center, Unified Communications

 

Modern businesses are obsessed with cybersecurity. And with good reason. By 2021, the damage caused by cyber crime will exceed $6 trillion annually.

You’d be crazy not to protect your business from cyber attacks. We are so concerned, however, with protecting ourselves that we forget about the most vulnerable target of all: humans. Contact centers are extraordinarily susceptible to data breaches caused by human error.

Vulnerability in the Contact Center

Contact center agents use empathy to create successful and positive customer interactions. They frequently make concessions so that customers are left with positive feelings about the business. Customers know this, and they take advantage of it. Sometimes this manifests in relatively innocent ways, when a customer uses anger to score a discount on their phone bill. Many agents are tasked with making customers happy, so they will offer discounts, coupons or even product and service upgrades. The alternative manifestation, however, can be significantly more malicious.

Cyber Attacks Take a Physical Form

Imagine a customer calls in on behalf of their elderly parent. They claim that their parent just set up a phone plan with a new device. The elderly parent has forgotten their password, and the caller needs to login and configure their services. The customer apologizes, but seems exasperated and just wants to help their parent. An agent would imagine that helping this caller is a harmless endeavor, but the reality is much more sinister.

This caller is a type of cyber attacker that uses physical means and takes advantage of human error to steal sensitive information. Using a tactic called social engineering, the caller takes advantage of agents’ empathy, and use the power of conversation to gain access to the personal information of unsuspecting victims. This new type of cyber attack can’t be prevented with firewalls and encryption, so how do you protect your organization and your customers from this?

19 Mars 2018

The Personalized Contact Center Experience

Written by Martin Borowski, Posted in Contact Center, ComputerTalk, 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?