This week we feature an article by Matthew Smollen who says ensuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. Ensuring your clients have an amazing experience when interacting with your brand is one of the best ways […]
This week we feature an article by Matthew Smollen who says ensuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business.
Ensuring your clients have an amazing experience when interacting with your brand is one of the best ways to encourage repeat and referral business. This is multiplied in a contact center as often the customer experience is the main focus.
Now more than ever companies are opening more and larger contact centers and with them all focusing on CX that means more competition for you. It doesn’t matter if it’s a first-time caller or a long term client. You need to deliver memorable and high-quality interactions throughout the entirety of the customer journey.
You need to make sure that two major factors are strong. Who you hire, then how you lead them. Be picky, find the best and then once you have them, give them a reason to achieve that potential you have identified.
So how can we do it? Let’s build it from the ground up.
Recruitment
You aren’t going to be the one on the phone. All the scripts in the world won’t mean anything if the person delivering them doesn’t fit. Your agents need to love coming to work, they need to be motivated by results (the right results), and they need to care about the client. So what should we look for in a new hire?
Leadership
So now we have the right people. What do we do with them? How can you and your leaders help your agents feel happy and motivated?
If you push every day to be sure that your agents see the best of you, you will see better out of them. Following some simple steps to have the best people lead by the best people will mean your agents are energized and positive all day. Your clients will feel that buzz, it’s electrifying and contagious. They will remember you.
Matthew Smollen is North American Sales Manager at Integra Contact Center Solutions he is also a CX and Contact Center expert with 12 years of experience in the industry.
For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.
Read Shep’s latest Forbes article: Customer Loyalty And Retention Are In Decline
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