{"id":1901,"date":"2016-01-19T07:22:00","date_gmt":"2016-01-19T08:22:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2016-01-19T07:22:00","modified_gmt":"2016-01-19T08:22:00","slug":"surprise-callers-would-rather-solve-their-own-problems","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/surprise-callers-would-rather-solve-their-own-problems\/","title":{"rendered":"Surprise: Callers Would Rather Solve Their Own Problems"},"content":{"rendered":"<h2>Surprise: Callers Would Rather Solve Their Own Problems<\/h2>\n<p>January 19, 2016<\/p>\n<div>\n<div><img decoding=\"async\" src=\"http:\/\/images.tmcnet.com\/headshots\/2012\/tmcnet.jpg\" height=\"59\" border=\"0\" \/><\/div>\n<\/div>\n<p>With every New Year comes not only a resetting of the calendar, but a resetting of company priorities as well. Many in the enterprise use the New Year as a time to take stock of where they are and where they&rsquo;re going. Contact centers are no exception.<\/p>\n<p>In a recent piece posted on <em>CustomerThink<\/em> &#8212; a global online community of business leaders striving to create profitable customer-centric enterprises &ndash; writer Jeff Toister examined call centers based on a <a href=\"http:\/\/www.strategiccontact.com\/articles\/2016\/Contact-Center-Challenges-and-Priorities-Jan2016.pdf\">recent study<\/a> from consulting firm Strategic Contact.<\/p>\n<p>Toister looked at the survey results and noted that all the challenges found by those working in contact centers were inter-related. The challenges, broken down by percentages of respondents were:<\/p>\n<ul>\n<li>A high attrition rate (24.19 percent):<\/li>\n<li>Lack of cross-departmental collaboration (19.13 percent);<\/li>\n<li>Self-service issues (18.41 percent); and<\/li>\n<li>Level of service (18.41 percent).<\/li>\n<\/ul>\n<p>&ldquo;Look closely and you&rsquo;ll see all of these issues are interconnected,&rdquo; Toister noted. &ldquo;Addressing them requires a holistic approach.&rdquo;<\/p>\n<p>He then breaks down the issues one at a time, and offers some insights for fixing them.<\/p>\n<p><strong>Attrition:<\/strong> &ldquo;Many contact centers make the mistake of trying to fix attrition by focusing on motivation,&rdquo; he notes. &ldquo;[But] smart contact centers address the root cause. What contact center agents really want is to find meaning in their work. They want to solve problems and help customers.&rdquo;<\/p>\n<p><strong>Collaboration:<\/strong> &ldquo;Many of the issues that contact center agents are asked to resolve are out of their control,&rdquo; Toister says. &ldquo;They must rely on other departments to help make things right.&rdquo; Once you get people collaborating, problem-solving becomes a joint effort.<\/p>\n<p><strong>Insufficient Self-Service:<\/strong> It&rsquo;s understood that customers would rather solve their own problems, but not every center is set up to help them do so. &ldquo;Unfortunately, contact centers usually need to rely on other departments to help them beef up their self-service offers,&rdquo; he writes. That&rsquo;s where problems begin.<\/p>\n<p><strong>Service Levels:<\/strong> This problem feeds on itself. &ldquo;High attrition leaves contact centers short-staffed, which in turn leads to longer wait times,&rdquo; Toister says. &ldquo;Poor cross-departmental cooperation allows chronic problems to go unsolved. This generates more contacts, especially when customers aren&rsquo;t able to get self-service.&rdquo; And then the problem grows.<\/p>\n<p>They say that recognizing the problem is half the solution. Those in the industry may need to take a hard look at their business and see where they&rsquo;re falling short. The first step toward solving a problem is admitting you have one.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Surprise: Callers Would Rather Solve Their Own Problems January 19, 2016 With every New Year comes not only a resetting of the calendar, but a resetting of company priorities as well. Many in the enterprise use the New Year as a time to take stock of where they are and where they&rsquo;re going. Contact centers [&hellip;]<\/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-1901","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-outsourcing"],"_links":{"self":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1901","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/comments?post=1901"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1901\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/media\/1261"}],"wp:attachment":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/media?parent=1901"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1901"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1901"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}