Customer Engagement: Extra care with every call
Your brand represents a promise you make to your customers. What area of your business is delivering on that promise through the customer experience?
For most organisations, it’s the people on the frontline — often the customer service representatives (CSRs). Delivering a great customer experience is
something every brand is striving for. Customers get the service they deserve when the CSR is able to pay attention to what they are saying. They are less likely to have to repeat themselves if the CSR isn’t distracted by a nagging headache.
“I have to deal with angry customers all the time.”
“Up to 40%* say IT doesn’t meet current needs. And nearly 80% say current systems won’t meet future needs.”
Some people have a mobile phone without any of the bells and whistles, like the apps, music and video accessible through smartphones. Most of us, however, enjoy the added benefits that new technologies bring. Especially the new generation of employees who are joining your organization.
Many organisations are now providing customer service and support via call centers, due to the lower cost of operating, issues addressing the service quality are being raised. Call centers do not exist for the customer to physically interact with,apart from via the telephone, and are in effect virtual organizations. The nature of the service encounter between the call center
and customer is predominantly undertaken using enabling technology.
Customer Relationship Management, is a worthwhile endeavor to ensure good returns on investment. In a CRM call center, customers communicate in multiple ways that include phone, e-mail, Web chat, personal sales representative, Voice over Internet Protocol (VoIP) and a host of others .CRM helps the company identify most valuable customers and understanding their lifetime values.
This allows agents the ability to pull up a customer’s entire history while the two interact. Communication and service are more effective and efficient. Most CRM products also track trends in purchasing and customer feedback
For More Information :- Customer Engagement Workflow for Enterprises