Competition is brutal. How, in this age of online options and heightened expectations, can a great company rise above the noise? Simple. Your customers will tell you.
The companies that are succeeding are those that are making interactions effortless for their customers. The companies that anticipate what a customer needs before it is even requested. The companies that don’t just have customers, they have fans.
It all begins in the contact center. Now is the time to revisit your interaction flow and skill routing to get the right interaction to the right representative every time. You have the right staff and the right technology--let MNET help you transform those tools to get the right results.
Customer service centers and information technology work hand-in-hand. Are you up-to-date on the latest contact center features? Are you able to communicate to your IT team exactly how and why you would like a feature enabled?
What about measuring performance? Do you find that valuable resource hours are spent exporting data from your communication system and importing into spreadsheets so that you can calculate your performance measures? Are you exporting into spreadsheets to create dashboards that display your data in a more meaningful way?
Are there particular types of interactions that could be reduced by providing self-help options to your customers? Are you using post-call surveys to track your customers’ satisfaction rates? Are you interested in how AI can be utilized to quickly route calls that need “the human touch”?
Many organizations are focusing on customer experience as their key performance indicator. How does your center measure up? Are there any best practices that can be adopted from the leaders in the industry?
How MNET Can Help
With first-hand contact center operations, technical and workforce management experience, MNET’s Advisory Services can provide the knowledge both the business and technology sides of your organization need to make the most of your software and resources.
MNET’s Advisory Services team can review your current configuration and provide recommendations and training to utilize features that can have a large impact on performance. We can help bridge gaps between operational needs and technology configurations.
MNET understands that every decision you make has the customer’s best interest at heart. We can help you discover self-help options, and provide best practices for the Omni-channel center, no matter what type of interactions your staff handles.