Genesys en 3Fiftynine breiden partnership uit
Deze benoeming garandeert dat 3Fiftynine voldoet aan de hoge eisen die Genesys stelt aan kennis, ervaring en dienstverlening van haar reseller partners
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Every company ultimately wants their customers to be happy. Part of the happiness in customers comes from good service and customer experience. In order to achieve that, companies need to set up a good working contact center. Easier said than done. Delivering good customer service isn’t easy.. In fact, NewVoiceMedia research revealed that poor customer service is costing businesses more than $75 billion a year.1 This shows that most companies are struggling with customer service. There are some problems that can appear easily without you realizing. In this blog, We tell you about the most common problems that appear and how to solve them.
In the everchanging business world of today’s society, the main focus of companies has (or should have) shifted from a profit-driven mentality to establishing long-lasting relationships with customers or partners. Nowadays, people value these strong bonds between them and the business they want to interact with more than ever. Of course, fair prices are a main determinant in people’s buying process, but, close to that comes a business’s transparency, the ability to interact with a company and the sense of a personalized experience. And what better way to tailor a customer’s experience than to directly interact with them and offer a custom-made collaboration. So, we gathered some of the main reasons why implementing a call center should be your next business step:
Key performance indicator (KPI) officially is, according to the Oxford dictionary, “a quantifiable measure used to evaluate the success of an organization, employee, etc. in meeting objectives for performance”. It thus measures how important business objectives are being achieved and it is expressable in numbers or graphs. Because of that, it is easy to set goals. For example, no contact center wants to have long waiting customers. So, what you can do as a contact center is: set the maximum waiting time to 2 minutes. This way, when your customers have to wait longer, you have to think about a solution to minimize the waiting que. Looking at the numbers gives a better insight on how to solve the problem. The example above is one of many KPI’s that a contact center can use. But, which KPI’s are important among the many you can use? You’ll find the answers below.