Kayleigh May
Jan 31, 2022

5 Realistic Resolutions for a Better Contact Center

5 Realistic Resolutions for a Better Contact Center

It seems we’re flying through 2022 already, so let’s do a quick check-in. Did your business set realistic resolutions for your customer service strategy this year? If the answer is no, that’s okay! 

We developed 5 attainable resolutions that will inspire you to ramp up your customer service strategy and stay ahead of contact center trends this year. 

#1 Understand where you are at now and where you want to go next

It is always best to identify your key KPIs and to also set realistic, outcomes-based goals, to work towards. Change doesn’t happen overnight, so setting clear and attainable goals can help you to prioritize contact center needs. 

Examples of these goals include: decreasing your agent’s average handle time by (X%), increasing first call resolution by (X%), and more! 

Are you unsure about what goals are actually achievable? Check out our client advisory services! Here at NeuraFlash we have a dedicated team to help our clients figure out where to start and identify, set, and reach their contact center goals.

#2 Understand what your customers are looking for and what they need

Following up your customer interactions with a post-call survey allows for visibility into insights in regards to customer satisfaction so that you can better serve your customers. This allows you to better understand who your customers are, where they are at in their journey and how you can provide them with the best experience possible.

#3 Be available on your customers’ channel of choice 

Yes, consumers’ expectations are changing and customers are starting to expect more personalized and instant responses from your contact center. 

Did you know that Fifty-two percent of customers would switch away from brands that don’t personalize communications?!

Create a seamless contact center experience by making yourself available via multiple channels. Investing in Omni-Channel will make your contact center more versatile, and makes the blending of channels within your contact center even easier. 

#4 Provide Effective Agent Training 

Effective agent training leads to improved first-call resolution by making sure your support team and staff are fully equipped to answer questions and have an accurate understanding of your products and services.

Here at NeuraFlash, we strongly believe in the power of people and providing them with the tools to succeed. Our change management practice is dedicated to making sure that the people's side of technology is just as successful as our solutions. We have seen many successful contact center transformations as a result. 

““[They] engaged their own OCM team to assist us in planning for the launch, gave helpful tips and tricks, participated beyond the “train-the-trainer” engagement, and generally were a godsend.” - NeuraFlash Customer

#5 Develop a centralized knowledge base

Knowledge bases can serve multiple purposes. They can help customers find the answers to their most common questions on their own, keeping your contact centers from being overwhelmed.By having one location where customers can access reliable information, gives your agents time back and leads to improved CSAT scores.

Having an easy-to-use portal can drastically improve your contact centers functionality. Check out Salesforce’s experience cloud to see what the addition of knowledge articles can do.

To help you succeed in the months ahead, it's important to deliver more intelligent and automated customer interactions. If you want to learn more about building a great contact center that will launch you towards new goals, schedule a demo with us today.

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