Co-nexus

Customer Experience

6 Rules for an Inbound Contact Center

Contact Center SolutionsCo-nexus MarketingComment

Workforce optimization is the practice of improving and automating the overall efficiency of employees at an organization. Are you currently scheduling your employees through the use of Excel spreadsheets? Did you know that you can gain up to 30% more out of your staff by utilizing a Workforce Optimization program. Software allows organizations to be better with their time and labor which impacts the organization’s bottom line.

 

Here are six rules for inbound contact centers:

  1. When service levels are up, occupancy goes down
  2. As service levels improve, it will reach a point of diminishing returns
  3. For a given service level, larger agent groups are more efficient than small groups
  4. Pooled groups are better than specialized groups
  5. If you add staff the average speed of answer decreases
  6. If you add staff your trunk load goes down

One of the biggest ways you can impact your service level and keep your calls out of queue is to monitor attendance. When your team are not where they are supposed to be, your customers have to wait. Calls begin to start backing up and operations get hectic. Through the use of a workforce optimization program you can create strategies to automate processes to notify all staff when employees are needed to fill in for absentees. The staff members can easily hit accept to stay extra hours or come in on an off day. Then, the program reorganizes all of the information to create a new schedule.

If you were to not use a workforce optimization program, then it would take your managers time to call employees to come fill in. When there is a shortage of agents in the contact center calls are usually backed up and it’s difficult for a manager to step away to find the people needed. The result is service levels drop and customers become frustrated. All of this can easily be solved by implementing CXM’s Workforce Optimization solution. If you would like to learn more, check out this article titled Are Your Properly Managing Your Workforce in the Contact Center?

Developing a Digital Customer Experience Strategy

Contact Center SolutionsCo-nexus Marketing

Today's customer is more tech savvy and mobile than ever. If you aren't embrace technology within your contact center, your competition might be. We've been discussing more and more over the past few weeks about the omni-channel experience and digital transformation. Today we wanted to give you a strategy checklist to help you begin transitioning into building your digital strategy. The handout lists a few ways digital transformation can impact your business, employees and customers. You can download it here or click on the picture. If you want to learn more, reach out to us for a quick technology assesment.

5 Things Your Competition is Doing in the Contact Center

Call Recording, Contact Center SolutionsCo-nexus Marketing

Contact center and the customer journey is changing. If you are not on the forefront of that change, you may end up losing your customers to your competitors. Here are five things your competition might be doing to win over your clients:

  1. Are you using live chat? If customers go to your webpage, do they have the ability to ask a quick question using a chat function? If not, you need to consider enabling this. According to a Forrester report, 63% of customers said they were more likely to return to a website that offers live chat as opposed to one that doesn’t. Furthermore, the average online chat resolution is 42 seconds. That gives your customers the answers they need in less time which frees up your agents to handle more customer inquiries.
  2. Have you enabled omnichannel features? Can a customer email you, and easily switch to a voice call while maintain the conversation and recording the interaction? Customers these days want to reach out to you using a variety of methods, but sometimes a call is necessary later on in the process.
  3. Can you customers utilize self-service features? Customers continue to turn to Web self-service, mobile apps, and visual IVRs instead of phone calls. Think about how much mobile apps have influenced self-service for the banking industry. Now you can easily transfer funds with the click of a button instead of making a call or going into the bank.
  4. Can your agents work from home? Give your agents the ability to work from home to reduce overhead and over-turn. Agents no longer spend time traveling to and from and office because they have the tools to service customers remotely.
  5. How is your organization utilizing social media to drive customer loyalty? In 2012, Gartner made a bold statement about social media customer service. “Organizations that refuse to communicate with customers by social media will face the same level of wrath as those that ignore today’s basic expectation that they will respond to emails and phone calls.” Five years later we are seeing shift from gaining new customers and marketing to responding to current customer service needs through social media

Want to learn more about ways your competition is increasing customer service within their contact center? We have a whitepaper you can download with more ways you can improve your contact center. 

New Call-to-action

Five Steps to Better Quality Monitoring

Contact Center SolutionsCo-nexus Marketing
Five Steps to Better Quality Monitoring in Your Contact Center.JPG

Quality Monitoring is key to creating a better customer and agent experience. Once a call has been recorded, what a business does with the call to improve systems and processes within a call center is important for better customer and agent retention. Customers are looking for consistent service and performance when they reach out to an organization. Agents are looking for timely feedback from their supervisors or managers to ensure they are following company guidelines. Simply recording a call isn't enough! Organizations can utilize an evaluation process to drive business goals. Here are five steps for creating a healthy quality monitoring ecosystem. 

  1. Form a quality control team - The first step in creating a quality monitoring system to gather team mates who will evaluate the results of agent evaluations. A quality control team consists of personnel who are able to analyze data, see trends and implement processes to improve policy adherence, customer service metrics or agent retention. The initial level are your supervisors within the contact center who will conduct evaluations. Then, once information is gathered and performances are evaluated, you need a team to be able to strategize future business decisions.
  2. Record and store - Recording in the contact center is not just voice calls. Customers reach out in a variety of ways, and it's important to capture all interactions. Give your employees the tools to record email, voice, text, screen capture, and chat. 
  3. Define what - Before evaluations are conducted, you need to sit down and outline your business goals. For a government agency, it may include policy adherence. For a service company, it may include customer retention. Once your business goals are established, then you have to decide how your evaluations will provide feedback and what you will be evaluating.
  4. Create scoring - Results are better when measured. Scoring provides the organization with quantitative results and establish a baseline. Scoring also takes the emotion out and provides an employee with a way to improve or maintain their current behavior. 
  5. Provide feedback - Feedback for agents require a few key components like timeliness and ease of use. Feedback should be easy to digest and immediate. An employee will have the ability to review and make adjustments immediately, instead of waiting a period of time or create a bad habit. The automation of feedback processes allow an organization to make movements forward without hesitation.

The faster you implement a good quality monitoring system, the more likely your business will be able to grow, thrive and minimize risk. Utilizing a software platform that is easy to learn, use and implement takes the headache out of these five things. Looking for more information? Check out our downloadable whitepaper on how to improve call quality monitoring in your contact center. 

What's the Biggest Problem in a Contact Center?

Call Recording, Contact Center SolutionsCo-nexus Marketing
What's the Biggest Problem in a Contact Center

What do you think the biggest problem in a contact center is? Employee retention and attrition. Employee turnover plagues a contact center's bottom line. Customer service employees are expensive to train, coach and develop.

They also handle a company's most valuable asset - customers. Agent retention is dependent on the ability to receive effective training and coaching. Being able to record and report on calls with timely feedback provides agents with the ability to give customer's better service. When an employee feels confident about their job, they perform higher and want to work harder. Customer calls are answered faster, given better service and the employee feels like they did a good job. When an employee is able to review feedback quickly, they can make immediate adjusts and it allows them to receive positive reinforcement on what they did right. Here are three ways call recording and reporting affect agent retention:

  1. Take a recorded call and turn into a training opportunity - Recording calls allow an organization to ensure policy and procedure adherence. The call can be quickly reviewed and then a grading form can be utilized to show an agent how they did or did not follow procedures. Timely feedback turns into the opportunity for a supervisor to recognize where learning gaps exist. Once a gap has been identified the manager can provide follow up training and coaching.
  2. Create value for an agent through call recording - Whether you are trying to identify trends in speech or simply giving an agent positive feedback, call recording allows managers to create better value for their agents. A manager or agent can easily locate, listen and grade a call with the click of a button.
  3. Give employees tools that are easy to use to provide a better environment - Happy employees are productive employees. When a user can easily nagivate through a software program and locate the information they need, it provides the business with better results. The employee is efficient and effective through the use of their tools which creates better customer relationships and keeps employee retention high.

Many software programs record calls, but many do not have easy to use tools or simple searching and grading capabilities. Want to learn more about best practices in the contact center? Check out 5 Things Your Competition is Doing in the Contact Center.

Contact Center SolutionsCo-nexus Marketing

“There is only one boss: the customer. And he can fire everybody in the company, from the chairman on down, simply by spending his money somewhere else.”

-Sam Walton

Maybe the customer isn’t always right, but the customer is the one in charge when it comes to building revenue within a company. The modern customer has the same needs they’ve always had which is timely quality service. As technology advances, customers are reaching out to in a variety of mediums. Technology hasn’t changed the customer’s needs, it’s added new ways for a client to contact a business. If you aren’t up to date and meeting those needs, the internet provides a customer with the power to do a quick search to look elsewhere. The question is, are you meeting your customer’s needs?

Are your employees trained and coached properly?

Having easy to use tools for quality monitoring help a business function and ensure proper training. From being able to ensure a new employee has proper training tools for initial onboarding, to being able to monitor how an employee navigates through your internal systems allows a customer to have a better experience.

Does your business have the appropriate tools in place to communicate with your customers?

Some customers prefer to type and some are talkers. Do you have the means in place to provide answers when they have questions? Check out this article or this webinar on different communication methods the modern customers utilize.

Do you have the right people in the right places at the right time?

Depending on your business needs, scheduling the right people in the right place is a challenge. Excel spreadsheets are oftentimes used for contact center scheduling leaving room for manual error. Utilizing software tools to ensure your business optimizes your workforce with help your customers receive the right service from a skilled agent.

Are you ready to answer your clients or potential clients when they reach out? If not, they will go elsewhere! Co-nexus would love to help give your more resources on how to improve communication with your customers. Reach out to us below and we’ll put the right person in touch to give you more information how to create a better customer experience.

Customer Service Needs Hasn't Changed in 62 Years

Call Recording, Contact Center SolutionsCo-nexus Marketing

Recently, Co-nexus stumbled upon this article about customer service from an old Chevrolet Service News publishing. It was dated December, 1955. We started thinking about how technology has enhanced and impacted the a customer's experience. Although in its design technology is supposed to help a client and a business communicate better, it doesn't always work out that way. If not strategically designed, it has the opposite effect on customer service. As technology develops more and more to create efficiency within a business environment, the customer can be left to fend for themselves. Technology cannot replace human interaction, but enhance it and make everyone's life a little easier. 

Customer stickiness starts and ends with the customer being confident in the services or products a business offers. A good example of this is in the article we found from Chevrolet stating, "Through his contact with you, he forms his opinion, good or bad, of the dealership, the factory and the product. You must continually strive to increase his confidence in you because you want him to bring service problems to you and to think of you when he thinks of service." The way your business communicates must build confidence within the customer. Customers need quick ways of reaching the necessary contact. They do not want to explain themselves over and over if they need to be transferred to a different person. Auto-attendants sometimes create a maze for a customer when they make a call, instead of getting the client to the person who can help them. Furthermore, there's nothing more infuriating to a customer than being placed on hold with music for an extended amount of time. Communication features need to enhance the customer experience or your clients will be lost to the competition.

Many customers will walk away from a business if they do not feel they are receiving adequate quality and service. Chevrolet continues in this article, "If you carry out your responsibilities with reference to good workmanship then good customer relations will be the natural result." Being responsible and responsive to your clients, keeps them coming back for more. You must efficiently provide service to help them, so they can move on with other life responsibilities. The workmanship must be good quality, otherwise it costs the customer in time and the customer loses trust in your company.

However, it's important during the process of gaining efficiency to not lose sight of the need for human interaction. Customers remain loyal through relationship building. Whether they are looking to make a purchase now or in the future they need to feel valued. A business who provides ways of going "beyond a formal relationship" to make the customer feel like they are going to be taken care of keeps the customer for the long-term. Chevrolet states, "This approach to the problem will take a little more time and effort on your part, and in many cases, can avoid time consuming complaints later on." The more effort you make to solve a customer's problem, the more likely they will end up buying from you and returning later. It begins with making them feel like you are helpful, not making them feel like they are just another person walking in the door.

If you would like to read more about how Co-nexus Helps Car Dealerships, check out our blog post. Also, if you would like to download the full article from 1955, click the button below. 

New Call-to-action

Helping the Contact Center Director

Contact Center SolutionsCo-nexus Marketing
Helping the Contact Center Director.JPG

Technology is changing at a rapid speed. Customers are no longer looking to contact a call center by picking up the phone. If you aren’t keeping up with your clients needs, then it’s possible that someone else is. A really basic question to ask yourself is are you a talker or a texter? Customers are looking to contact the contact center through different mechanisms.  From sending an email to responding to an online chat, communication is changing and business must adapt. Call center support can range from an average of $6 to $12 per call or more while a Web self-service interaction can cost a company less than 10 cents to support.

74% of consumers use three or more channels for customer interactions (Ovum 2013). Being able to efficient track, report and tie together with voice communications is imperative to staying ahead of your competition. If you aren’t offering this to your customers, your competition might snag your customer. It’s especially important to make sure you appeal to all of them.

Co-nexus helps organizations bridge the gap between what customers want and how an enterprise organization is able to deliver. We specialize in the contact center environment with over 20 years of experience. Our goal is to help you simplify your contact center so your customers stay loyal and your operating costs stay down. Co-nexus helps organizations embrace the modern customer and connect to the enterprise. We simplify the customer experience and optimize mobile communication.