Author: Ann-Marie Stagg, Chief Executive of the Call Centre Management Association, United Kingdom For many organizations, customer facing teams are the most important element of the customer experience (CX). The best CX organizations have knowledgeable, engaged advisors who are proud of their brand and who want to deliver a good experience for their customers. Increasingly advisors want to be aligned with the company’s purpose rather … Continue reading Turn your CSRs into brand ambassadors
A Plantronics Manager Pro Casebook Three use cases for the new cloud-based headset management software When it comes to headsets, IT has had a significant challenge. With the responsibility for hundreds, or even thousands, of headsets company-wide, there’s been no easy way for IT departments to know how many or what types of headsets are being used. No easy way to update headsets with the … Continue reading Plantronics Manager Pro Casebook: Three use cases for the new cloud-based headset management software
Answering the phone is just the start. Today’s customer service representative (CSR) listens, understands, and acts upon a customer’s needs with skill, rigor and thoughtfulness. Every minute, every day, the CSR needs to demonstrate that they have the customer’s best interests in mind, while presenting the company in the best possible light. In fact, for the customer, the CSR doesn’t just represent the company, they … Continue reading Problem-solver, diplomat, expert, and empathizer: a CSR needs to be all these, and more. How can you help equip them for success?
Each day, without even really thinking about it, every customer service representative (CSR) in your company relies on one essential tool to do their job effectively: a headset. A well-functioning headset enables them to hear and be heard clearly, and present the company they’re representing in a professional, agreeable way. Of course, most CSRs don’t think twice about their headset when it’s performing as expected. … Continue reading Every CSR in a customer service center uses a headset—and that’s the challenge
Discerning, informed, and connected. With a multitude of choices in the marketplace, multiple buying channels, and instant access to information, today’s customers have never been more empowered, or more demanding. They’ve come to expect the ability to deal with a company on their own terms, very often opting for the convenience of self-service. So, when they do take the time to call a company, it’s … Continue reading Today’s CSRs are under pressure to do a lot more for customers. Is your IT department equipped to deliver what they need?
2015 will be a transformative year for contact centers, as they begin to improve their customer experience with new technologies such as Contextual Intelligence and WebRTC . Today, there is a growing recognition among contact centers how improvements to customer experience positively impact production and revenue. Merely the idea of having a department called “customer service” implies that a select few people have a relationship … Continue reading Customer Experience in Transition