{"id":1410,"date":"2014-10-22T17:31:00","date_gmt":"2014-10-22T17:31:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2014-10-22T17:31:00","modified_gmt":"2014-10-22T17:31:00","slug":"need-better-contact-center-performance-adapt-to-the-times","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/en\/need-better-contact-center-performance-adapt-to-the-times\/","title":{"rendered":"Need Better Contact Center Performance? Adapt to the Times"},"content":{"rendered":"
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October 22, 2014<\/p>\n

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Achieving greatness as a call center requires going above and beyond simply meeting required expectations. According to a recent , this does not necessarily mean religiously following traditional customer service philosophy. More customers are coming from a younger generation raised on technology; the old techniques won’t work as well anymore.<\/p>\n

The article cited which found that Millennials make up a higher percentage of the customer base than before, and will outnumber Baby Boomers in 15 years. Since they are more likely to buy groceries from a convenience store than a grocery store and prefer upscale fast food restaurants to traditional ones, speed and efficiency are more important to them than friendly service.<\/p>\n

Millennials are more likely to consult their social networks online for a purchase than an industry expert. When they need support, they prefer to go online to find a solution before speaking to a CSR ( – ).<\/p>\n

An omni-channel approach to customer support is going to be the best way to help the traditional and non-traditional customers. The old-school customer who wants to interact with a person will get what they want and the millennials will get the speed that they want.<\/p>\n

Omni-channel systems must also keep track of the context of every customer interaction. If a customer has visited a self-service portal, sent email and instant messaged a CSR, they don’t want to have to rehash everything when making follow-up contact with the next CSR.<\/p>\n

This tracking has to go beyond tracking one incident – it means keeping history on each customer. Knowing a customer’s tendencies makes it easier to accommodate their unique preferences and better manage call queues based on urgency.<\/p>\n

A one-size-fits-all approach to customer support is not going to cut it in 2014; the customer base is more sophisticated than that. A winning strategy accommodates all the different possible means of communication, is speedy and efficient, eliminates aggravation and provides customers with more than just answers – it provides them with the . <\/p>\n<\/div>\n

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<\/a><\/a><\/a><\/a><\/div>","protected":false},"excerpt":{"rendered":"

October 22, 2014 Achieving greatness as a call center requires going above and beyond simply meeting required expectations. According to a recent , this does not necessarily mean religiously following traditional customer service philosophy. More customers are coming from a younger generation raised on technology; the old techniques won’t work as well anymore. The article […]<\/p>\n","protected":false},"author":1,"featured_media":1261,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[65],"tags":[],"class_list":["post-1410","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-outsourcing"],"_links":{"self":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1410","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/comments?post=1410"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1410\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/media\/1261"}],"wp:attachment":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/media?parent=1410"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/categories?post=1410"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/tags?post=1410"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}