{"id":1745,"date":"2015-07-15T10:03:00","date_gmt":"2015-07-15T10:03:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-07-15T10:03:00","modified_gmt":"2015-07-15T10:03:00","slug":"outsource-your-work-but-insource-your-humanity","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/en\/outsource-your-work-but-insource-your-humanity\/","title":{"rendered":"Outsource Your Work, but \u2018Insource\u2019 Your Humanity"},"content":{"rendered":"

July 15, 2015<\/p>\n

\n
<\/div>\n<\/div>\n

In this age of instant, anonymous contact, some customers will still need to speak with a real person in real time. Unfortunately, very few of them call to compliment you on what a great job you\u2019re doing. More often than not, they\u2019re calling with a problem or complaint, and it\u2019s in times like these that your contact center staff really earn their pay.<\/p>\n

Still, not everyone who answers your phones is fully up to speed. That\u2019s why it\u2019s important to focus on a few key points and make sure everyone is on board with at least the basics.<\/p>\n

In a recent blog post, Brian Olesen, Director of Enterprise Operations at inContact, a leading cloud contact center provider, highlighted four points he believes contact centers must prioritize to maintain strong customer relationships and keep customers coming back. His insights are worth sharing:<\/p>\n

Be Human:<\/strong> While it may sound simplistic, it just makes good sense to treat your callers the way you\u2019d like to be treated. \u201cToo often, the customer experience fails to take into account the human aspect of the interaction,\u201d Olesen notes. \u201cAlthough we might think of customers as records with account numbers, it\u2019s critical that you establish a human connection with the person on the other end of the line.\u201d<\/p>\n

Educate Your People:<\/strong> If your staff isn\u2019t aware of new products or incentives, how can they possibly spread the word to customers? \u201cThey should be the first to know what\u2019s been released so they can answer customer questions,\u201d Olesen says. \u201cIn addition, all contact center employees and managers should receive training on customer service skills, how to maximize the customer experience, and how to handle angry or upset customers with poise and grace.\u201d<\/p>\n

Provide Access to Tools and Information:<\/strong> \u201cIt\u2019s essential that agents have the right tools to do the best job they can,\u201d Olesen emphasizes. \u201cNo one would dream of asking a mechanic to perform car maintenance without a wrench; so why do we deny our contact center employees access to the tools they need?\u201d Again, it seems simple, but it\u2019s amazing how many people overlook this critical step.<\/p>\n

Implement an Employee Rotation Program:<\/strong> When an employee understands how each department in a company operates, they can better answer customer inquiries more quickly and efficiently\u2014or refer them to someone who can. \u201cA job-shadowing arrangement in which contact center employees can observe and learn from other teams can not only broaden the employee\u2019s perspective but also improve retention, which is an ongoing challenge for contact centers,\u201d Olesen says.<\/p>\n

Be real, be smart, be prepared, and be mindful. These steps are easy to put into practice, and the rewards can be enormous.<\/p>","protected":false},"excerpt":{"rendered":"

July 15, 2015 In this age of instant, anonymous contact, some customers still will have the need to speak to a real person in real time. Unfortunately, very few of them call to compliment you on what a great job you’re doing. More likely than not they’re calling with a problem or complaint, and it’s […]<\/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-1745","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\/1745","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=1745"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1745\/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=1745"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/categories?post=1745"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/tags?post=1745"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}