At Centerfirst, we pride ourselves on providing a transparent view for our clients into their contact centers. On the topic of transparency, we would like to share a little behind the scenes view into some of the insights we provide to our clients. In this blog, Centerfirst Project Manager, Shannon Catron, shares some background on a client she currently works with, and a few recent insights she provided to them based on her team’s analysis of their contact center’s interactions. These insights are not only meant to provide an example of our work, but we believe these insights may be utilized by any contact center to provide the best interactions for their customers.
Program Background
This specific client came to Centerfirst looking for a comprehensive, transparent view into their contact center. They wanted to ensure their processes and performance were well within compliance, and their agents were performing above industry standard. This client also was looking at creating a best-in-class experience for their customers and were looking for guidance on how to achieve this in the shortest possible time frame.
We deployed our eQM process to support this client’s goals, utilizing our quality monitoring specialists to review our client’s calls and provide feedback on potential steps that could be taken to enhance the experience for both their agents and customers. Based on this client’s goals and our specialists’ analysis, Shannon provided the client 3 opportunities for enhancement that could serve to maximize the interactions with their customers. Specifically, Shannon reviewed the significance of closing calls with appreciation, the importance of offering assistance at the end of calls and demonstrating empathy.
Take a look below for more in-depth information about the specific guidance provided during this performance review.
With this client’s focus on performance improvement and customer service in mind, it makes sense that Shannon suggested focusing more on showing appreciation, empathy, and offering further assistance prior to closing the call. We hope that these suggested skills are informative to yourself or your team, and you can use the tips shared in this blog to better your own contact center’s performance.
If you’d like to learn more about how we can help your contact center uncover insights to achieve excellence, please contact us.