Digital Transformation in Customer Service

Digital Transformation in Customer Service

23 . September . 2021

Customer experience & digital transformation are now going hand-in-hand and companies need to provide exceptional customer experiences if they need to succeed in today's crowded marketplaces. Customers also use many more digital channels than before and expect seamless journeys throughout their transactions and even while switching between channels. So how one stay ahead of the competition in does today's competitive environment and what are the new expectations of customers? What should be the customer experience strategy? Here is our take on how an organization can enhance its customer experience and satisfaction.

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The New Buzz Word: Customer Advocacy

The New Buzz Word: Customer Advocacy

14 . July . 2021

Customer advocacy is a hot topic in marketing. Leaders today see it as the only true and sustainable way to win customers and market share over the long term.
Customer advocacy consists of the actions you take to focus the organization on doing what is best for customers, which, in turn, rewards you with loyal customers.

What would be the right approach to mount customer advocacy in contact center. The key is empowering your agents — but with the right approach. The idea of empowering employees to be customer advocates sounds good to many leaders in concept, but doing so is easier said than done if barriers are in place. These barriers can include lack of training, misguided performance targets, and limited decision-making authority.

There are five components that are essential to develop employees into customer advocates:

Philosophy
The most important is to define and reinforce your vision as to what focusing on customer means.

Training and coaching
A second essential component is to instill a deep understanding of what customer advocacy is, and how it works in your organization. This has to be practical for every employee and every job role. For example, address questions such as:

• What does it mean to put yourself in customers’ shoes?
• How do you find the best solutions for them?
• To whom do you reach out when resources and assistance from other areas are required?

Authority
Customer advocacy is about taking action to do what’s best for customers. You can’t expect employees to be effective unless they have the authority and means to make decisions. Empowering means giving them the authority to take an action rather than following the protocols of approvals.

Employees appreciate the trust. They want to make good decisions that are right for customers and the organization because they happen on the spot.

Goals and objectives
The right goals and objectives—ones that support and encourage customer advocacy—are also essential. When you establish metrics, you’ll get what you measure. Do your quality standards and measures of success truly align with doing what’s best for customers?

Tools and processes
You’ll also need supporting tools and processes. This does not necessarily mean you have to have the latest technology, but several capabilities are especially helpful. These include knowing the customer's history and preferences, the means to capture helpful information on customers and issues, and good communication tools for internal collaboration.

Customer advocacy doesn’t happen on its own. But if you’ve aligned these five components, you’ll be strongly on track to developing your contact center agents into customer advocates.

About ZRG
Since 1994, ZRG has been offering innovative and flexible solutions for multi-channel Contact Center, CTI, IVR, Call Recording, Complaint Desk, Ordering and Workflow Management needs. We have successfully delivered over 450+ Enterprise level projects to prestigious organizations in the banking and financial services, telecoms, insurance, courier, pharmaceutical and energy service industries in the national and international market. To discover how you can enhance customer satisfaction and improve team productivity in your organization, contact ZRG solutions team today.

Each day, on every project, we deliver value through our accumulated technical knowledge and project management skills. Our expertise delivers immediate benefits to our clients with cost and time savings. Our solutions deliver increased operational efficiency and staff productivity to our valued clients. This is what we do. We deliver beyond expectations.

For more details:-
www.zrg.com

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Help New Contact Center Agents Succeed

Help New Contact Center Agents Succeed

17 . June . 2021

We all need to learn, and sometimes the learning curve can vary from agent to agent, but it’s important to make sure to facilitate a smooth transition from the classroom to the contact center floor. Here are suggestions as to how to do that:

To make a smooth transition it is recommended to make agents learn through mock calls.

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Cross Selling- Revenue Generating Hub for Centers

Cross Selling- Revenue Generating Hub for Centers

26 . May . 2021

Service and sales are chained together, especially now where the customer has a wealth of information and competition is abundant. To add another strategic weapon in a company’s playbook, service and sales must merge into one point of contact.

Another weapon that could be added is CSR i.e.; a sale through service or in simpler words cross selling. Customer service representative Businesses have begun to realize that the “hidden” customer service channel is ripe for leveraging a “sales through service” model. Credit card companies are one of the examples of that.

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Reopening Plans Must Look Forward

Reopening Plans Must Look Forward

24 . April . 2021

Throughout the outbreak of the COVID-19 pandemic, technology has played a considerable role in maintaining continuity of customer service. Contact centers were able to transition to a full-time remote work. Contact center leaders have stepped out of their comfort zones to serve their customers. Making sure that agents are available remotely and have access to data to deliver a great customer experience.

As pandemic is becoming the new normal and lockdown being lifted up, contact centers are start working on plans to bring teams back to the office, here are a few things to keep in mind:

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