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In any business, your customer is always your top priority. Providing quality customer service means catering to their needs as best you can. But before you can cater to those needs, first you have to understand them. What do your customers want? What matters most to them? These may seem like simple questions, but more often than not, companies get it wrong.
“The customer is always right.” This old maxim is more than a little clichéd, but there’s still a fair amount of truth to it. If you want your company to succeed, you need to put the customer first. It has to be not just a maxim, but a way of life, throughout your organization. So how can you do it? What steps can you take and policies can you implement? Here are six traits your organization needs to excel at customer service.
Whether you are looking to retain your current customer base or just shorten the average handle time, it really goes without saying that every step a call center takes to improve is geared towards improving customer experience and reducing customer effort. When it comes to reducing effort, probably one of the most important metrics a call center should focus on is first call resolution (FCR.)There is a significant difference between a world-class caliber call center and an average call center. A call center must achieve 80 percent or higher to attain world-class FCR call center status. This typically means an average of 1.2 calls or less is needed to resolve a customer’s inquiry or issue. In this day and age, call centers with an FCR performance level of 67 percent are considered to be well below average, meaning it takes 1.5 calls in order to resolve a customer’s inquiry or problem.
Customers today have a different frame of reference and expect more from all of their providers, regardless of industry. They expect the same level of exceptional service from online retailers to insurance providers, utility companies and beyond. Regardless of your industry, using an integration platform and guided process such as SpiceCSM allows you to bridge those divides and seamlessly provide superior customer service across any industry providing any service. As you read this article you can add this to the end of every sentence…”SpiceCSM already does that!”
July 15, 2014
Recently, MSN Money released the findings from their annual customer service survey. Consumers from all over the US were surveyed about their experience with 150 of the nations largest organizations. As the US continues to rebound from the recent (and current) recession, companies of all sizes are focusing on delivering better customer service to ensure customers keep coming back.
3 Ways to Reduce Training Time Using Technology If you really want to reduce training time, we challenge you to look at the technology your agents are using. Is it simple to use? Does it proactively help agents? Does it make their jobs easier? If you didn't answer YES to all of those questions, you could be complicating your training efforts out of the gate due to the technology your agents utilize to manage the customer journey. One of the unsung heroes of SpiceCSM's Business Process/BPM tool is the ability to reduce the amount of time agents need to start producing at the levels of longstanding employees. Typically when bringing new agents onto the team there's a period of training, usually involving some classroom knowledge transfer, exercises, role playing, and a variety of other methods to give the agents resources to solve requests efficiently. Depending on the organization and type of business, this could take anywhere from 1 - 12 weeks, or longer. In higher turnover environments this only exacerbates training challenges and emphasizes the need to make new employees more productive in less time. Here are 3 ways you can utilize technology to help reduce training efforts:
What is iPaaS: Explaining Integration Capabilities What is iPaaS? iPaas is a cloud-based platform that allows businesses to connect their existing systems together. It provides a single interface where users can access their data from across different software platforms. This means they can view information from one application within another without having to switch between them. The platform also makes it easy for people to build new integrations by providing low-code tools that allow connections to be made with external systems.
LCAP - What is a Low-Code Application Platform The vision that SpiceCSM has from our inception was to have an application that provided the tools to customize the user experience easily and orchestrate data without the need for technical expertise. What we've been calling an "Enterprise Application Builder" is now being recognized by leading analysts as a Low-Code Application platform, or LCAP for short.
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