Knowledge tests and assessments in which we ask learners to demonstrate what they have learned are two of the most straightforward methods to answer this question.But simple knowledge tests aren’t sufficient for every training scenario. When you’re preparing new hires to handle complex customer interactions, knowledge checks alone aren’t up to the task.
One of the most difficult thing to do in life is to watch somebody else perform a task that you can do well. As a phone coach, you listen to reps handle calls less than perfectly. You see where they should have asked this question or used more empathy. You may feel the knee-jerk reaction to step in and do the job for them.
Every area of customer service demands improvement. From email to live chat to social media to live calls. However, a major downside to interacting across multiple channels is that there’s just too much data for agents to manage, and in too many places. One way to make a positive impact is by leveraging artificial intelligence (AI) to better manage, analyze and store data.
Schedules are forecasts of who needs to be where and when. They are essentially “game plans” for both agents and supervisors. One of the main goals when creating schedules is to match our agents’ schedules with the workload and ensure we are available when our customers need us. At the same time, we also need to use our resources in an efficient, effective manner.
What makes me proud of contact centers is the plethora of talent found inside. Our team members’ talents range from practical, tactical skills to soft, interpersonal skills. Also, because of the inherent structure of contact centers, they are the best places to find extremely knowledgeable employees for other aspects of the business - services, products, processes, and customers.
People learn from their surroundings. An individual surrounded by talented minds will always give you a chance to learn more and improve yourself. What to do if you have to deal with people who are opposite of you. Means you are an extrovert. You like to talk, go out, and look for opportunities wherever possible.
Your front line agents play a vital role in building a strong relationship. Each interaction should be treated as a chance for contact center agents to distinguish the brand and create superior recall value in the customer’s mind.
Customers are the center for any organization, every organization is built to serve its customer and each employee is serving its customer directly or indirectly. Organizations that are customer centric also need right tools and guidance. When employees are treated well and given proper guidance and tools, they can help reduce costs, boost revenue, influence customers, and build a brand’s image.
Cyber security risk assessment is the process of identifying and evaluating risks for assets that could be affected by cyberattacks. Risk assessments can be performed on any application, function, or process within your organization. But no organization can realistically perform a risk assessment on everything.
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:
ZRG has been declared as the winner of a Gold medal by Federation of Pakistan Chamber of Commerce and Industries (FPCCI) as an achievement award in the Information & Communication Technology industry for the year 2015.
No matter how good a product is, someone somewhere isn't going to like something about it. Reviews are an important factor for any organization. Negative reviews should be seen as opportunities rather than black marks.
Good management starts with the right tools and processes. One of which is how you manage your business operations. With the vast number of business management applications available today, choosing the right tool for your business operations is not an easy job.
As customer service has evolved, with each passing day we rely more and more on online channels like email in order to solve customer dilemmas. There are many customers that prefer the privacy and convenience of email. It’s a one-on-one conversation that doesn’t take a lot of effort on their part and can be read and answered at their convenience. No annoying interruptions in their day or waiting in a call queue to get a response.
In an era, where consumers are addicted to their cell phones and look up to apps for just about everything, it is un-common to think that banking industry won’t recognize this need of its audience. Consumer behavior is changing and so are the ways to cater customers. Spending in these wisely can help a business achieve its goals.
You may have all the right tools and resources for your call center, software with every key features, top of the line softphones and equipment’s but, at the end of the day if you don’t have correct agents all your efficient work can go in vein. With the advancement in technology finding right agent for you call center is must.
Technology has not only come a long way, it has developed in a way that can mimic human behavior and responses, and create a huge advantage for busy call centers.
A great customer experience requires a great, unifying vision. It requires that the entire organization be wholeheartedly committed to the notion of customer centricity.
As the world is getting more and more digitized in every respect, Digital Marketing is a booming marketing option today. With striking features like cost-effectiveness, instant response, flexibility, convenience, effectiveness, Digital Marketing is making a strong impact in the world of Marketing and Advertising.
As routine customer service queries are increasingly handled by self-service systems, requests coming into the contact center are becoming more complex. The question arises, how can customer service organizations maintain service effectiveness and efficiency? The answer to this lies in this issue.
SMART is a best practice framework for setting goals. The acronym stands for specific, measurable, achievable, results-focused and time-bound. But, like all things this has a drawback too. To find out more, click on the button below
It's easy to let your life be consumed by a cell phone. People use their phones for pretty much everything these days, which can result in feeling like you're shackled to technology. There are many ways to lessen the use of your phone. Setting your phone aside for certain hours of the day, and limiting using your phone for things like an alarm clock, can help.
The contact center market is going under redirection and redefinition. Solution providers are now introducing new methods for providing agents with an active role in the creation of their work schedule. Learn more about this latest approach by clicking the button below.
From a security standpoint, call centers are one of the riskiest areas of the enterprise. Like any branch of an organization, they’re susceptible to malware, APT, and other security threats. But there’s one security concern that they need to pay extra special attention to: the insider threat.
Are you afraid to fail? If so, your fear of failure is likely to limit your chances of success. If you look at really successful people, you will often find significant failures in their backgrounds.
A cryptocurrency is a digital or virtual currency that uses cryptography for security. A process of converting legible information into an almost uncrackable code, to track purchases and transfers.
In order to lead effectively in your company, you will have to achieve a certain balance and work on key skills to grow as a leader. These are the top 10 skills you need to consider:
We love our devices—our TVs, laptops, tablets, and perhaps most of all, our mobile phones, those pocket-size miracles of computing power. We are all aware of what recycling is and what benefits it brings to the environment. Our devices also contain a load of substance which can be extracted and recycled.
The value in deploying an IVR system is its ability to service customers without the need for a live person or to minimize it. When your valuable customers call you, the IVR is the first interface that they experience. The role of the IVR is to make the customer happy with faster self-service and to reduce the requirements of costly live agent resources.
Today we’re operating in a business world where what’s always worked no longer applies. The environment is more complex, more unpredictable and constantly evolving. The challenges of managing change have led to a wide variety of change management models, methods and systems.
KARACHI, PAKISTAN - ZRG, region’s leading Contact center solutions provider, has been awarded a gold medal as an achievement award for 2017 in the Information Technology category of CRM, Telephony and Business Data Integration solutions.
In an era, where consumers are addicted to their cell phones and look up to apps for just about everything, it is un common to think that banking industry won’t recognize this need of its audience. Consumer behavior is changing and so are the ways to cater customers. Spending in these wisely can help a business achieve its goals
As enterprises strive to offer better customer experiences, they must incorporate organizational and operational change into contact center architectural design. We may take it for granted, but the physical layout of call centers have a big impact on performance.
As the year comes to an end, predictions are being made for the coming year ahead. Advancement in technologies, innovations, work methods are likely to change. Industry has so much to offer and companies have so much to adapt. One of the work job that had been introduced in the running year is of a colleague manager.
Social media without a strategy invites social media tragedy. Developing and implementing a good strategy is vital for success. Marketers are now expanding their knowledge areas and experimenting with different studies to generate a well-executed strategy. Psychological studies are one of them.
Contact center leaders face distractions like interruptions, frantic agents, frustrated customers, email after email, and on and on.
A wise managers will try to make sure that its team remain motivated and one of the things to keep them motivated is to introduce an incentive plan. Motivated employees perform better which ultimately leads to maximized profitability.
Success is what most people dream of accomplishing. To reach our heart’s desire is the ultimate goal. When it comes to the secrets of achieving that success, we definitely think of our ability, the amount of money we have or the number of blessings that shower us every day.
As artificial intelligence becomes less of an ambiguous marketing buzzword and more of a precise ideology, it's increasingly becoming a challenge to understand all of the AI terms out there. Therefore, to build the foundation Team ZRG have gathered some of the known terminologies of AI. Don’t miss it out in our next issue.
Customers want your attention when they need you. Knowing what these moments are and how to be of help are great pluses in creating good customer experience. Organizations should always be prepared to respond to customers, be agile for the unexpected, and approach the issues through the lens of their customers.
Big data, artificial intelligence, Internet of Things. These technologies have taken their shares of the headlines the past few years, but now machine learning is the buzz.
The trend of personalized customer experience has since transformed almost every industry as we know it. From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for
A contact center environment can be stressful and highly changeable and to cope with that resilience is important. It is a thing that should be embedded in every contact center agent. The ability to be resilient and to cope up with the pressure that is what makes a good call center agent.
Within many organizations, barriers to both resources and information exist. Unfortunately, when it comes to the contact center, these walls not only impede the progress of team members but also limit the customer experience. Sometimes there is vital information hidden behind a curtain that only a select few can access.
Despite the rise in popularity of other customer communication channels such as social media and live chat, contact centers are more essential than ever before. Voice chat is still one of the most popular ways for customers to contact a business, as speaking to a human agent is often the easiest way to resolve a query. While new solutions such as Interactive Voice Response (IVR) aim to make contact centers more efficient and cost-effective.
A successful relationship with your call center partner is essential for the growth and health of your business. The way you regard your partner is critical to the outcome and overall success of your project, either short or long term. It's best to think of them as an extension of your inhouse team(s) as opposed to a standalone entity or even worse "just another vendor".
Social media has a tremendous power to create legions of brand advocates or destroy all good will, seemingly overnight. This means contact centers need to get customer interactions right not just the first time, but every time. As consumer expectations increase and competition intensifies, the contact center’s margin for error shrinks.
Customer Experience (CX) is like a sandwich, where a perfect harmony of all the ingredients creates an enjoyable result. Customer Experience is the sum of all the interactions a customer has with your company. Many companies still use the terms Customer Service and Customer Experience interchangeably, but they mean very different things. Some companies believe Customer Service is responsible for Customer Experience, but excellent Customer Experience is a cross-functional initiative. Customer Service is just a piece of the overall Customer Experience, but it's an important piece.
Automating business processes and providing a clearer view of what really matters certainly makes life easier in terms of delivering customer service. However, just as the advent of electronic communications failed to deliver on the promise of the paperless office, contact centers are still required to deal with online administration which is often a major barrier to delivering an exceptional customer experience (CX).
Quality assurance programs can play a strategic role in helping leaders achieve these goals, but in many organizations, they haven’t yet begun to make an impact. Quality leaders, however, have an opportunity to buck the trend. They can create a quality program – or elevate an existing one – that has a lasting impact on customers, agents and the overall organization.
Many customer contact organizations have implemented workforce optimization (WFO) as an operational strategy to improve the overall efficiency and performance of customer care professionals. However, call center solutions have evolved significantly over the past years.
Stop me if you've heard this one before. A new team member joins your contact center. She is put through training and taught how to use her phone and your company CRM, how to de-escalate upset customers, and how to go through the necessary talking points on common calls. She is taught all about the products and services your company offers and how to overcome objections and answer customer questions. She graduates from training and is soon getting recognition for being a top performer
Global concerns about the novel coronavirus (COVID-19) are prompting many businesses to have their people work from home, at least temporarily. For many businesses, this is the first foray into a distributed workforce environment.
ZRG a specialist in unified customer services has achieved another milestone by successfully completing a challenging project of Bank Al-Habib contact center into a new state of the art facility without facing any downtime.
Companies today often spend so much time and focus on trying to acquire new customers, that they forget about their existing ones. Customer retention is how effective your business is at keeping hold of customers.
KARACHI - ZRG has announced that the SME Bank has selected ZRG’s OneView Contact Center Solution with Dialogic CTI technology for the Contact Center project. This is the latest win by ZRG after the recent project winnings at Sui Southern Gas Company (SSGC) 1199 Customer Service Help Line of and Ta’aluq Customer Care Center at Pakistan State Oil Limited (PSOL) among others.
COVID-19, more commonly referred to as the Coronavirus, is spreading rapidly. As a result, there are contact center managers worldwide who are wondering what to expect and how best to prepare. First, let’s properly frame the crisis. tragic on a human level. So, if your area gets hit, the impact from a medical viewpoint may seem pretty much like the flu.
Recession could hit us at any time and seeing the economic condition of country we might face it sooner too. So, here are some ideas to help and prepare you and your contact center deal with recession.
The beginning of a new year is a great time to reflect on accomplishments of the past and energize ourselves for future pursuits. It's an ambitious-minded time of year for many of us, as we resolve to do things more, better, or differently in the year ahead.
It's all about the customer experience. Few businesses survive that don't work for the customer. New terminology in the world of customer service revolves around CX, the "customer experience," and it has become critically important in consumer purchasing decisions.
In the first two quarters of 2020, many companies were forced to look in the mirror and admit the need to innovate. As companies scrambled to drive efficiencies and cut costs, they adopted new ways to improve the experience for both the employee and the customer.
Real-time management is often viewed as a matter of responding to workload quantities. What’s often missed in these discussions is how to respond to the nature of the workload. If it’s heavy, there usually are underlying issues driving it. You can throw all the resources at it that you want, but if your organization isn’t prepared to handle the content of the work, it’s going to be a struggle for customers and employees.
Your agents can be outstanding at chatting with customers online and answering every phone call in their queue, but if they’re overwhelmed by a disjointed experience, your customer experience suffers. Simplify your agent desktop so that your agents can deliver better services. Don’t install new channels until and unless you have system in place to connect all the channels.
When our products or services come up short, apologizing is the right thing to do. Many businesses take the extra step of offering monetary compensation or a gift to make up for bad experiences. However, many customer service professionals know all too well that some customers try to take advantage of this generosity. For some, giving things away is unthinkable or not even an option.
We know excessive transfers and holds results in a dissatisfied customer, so we want to make sure our team members understand how important it is to limit them. To implement this, many of us would direct the agents to limit hold times and transfer call, this might limit them from doing us but can also have negative impact when not done properly.
Over the past few months, organizations have had to figure out how to adapt to a remote work environment. Managers were faced with unique barriers to how things were usually done.
Finally, the year of most disruption, upheaval and uncertainty is over. This year has brought a new perspective on how business could be done. For contact centers too, it was a year of unprecedented change and acceleration, providing an industry-wide reset to reflect, reassess, and rethink the way business is done.
Leaders must be role models of your desired culture. They must embrace your company’s servant purpose, values and behaviors, treating others with respect in every interaction. Employees scrutinize leaders’ behavior, and judge how well leaders demonstrate new rules, policies, behaviors, and practices - every minute.
Companies collecting customer responses and feedbacks should also focus on getting customer feedback from their employees as they are the one on front line and should also focus on keeping their employees happy engaged and productive.
All of us were victim of pandemic last year. Almost everyone experienced work from home and many are still practicing that. Work from home, school from home is the new normal. It was both a challenge and a unique opportunity to invest in the lives of others –teammates and family – during an extraordinary time in our world.
Being in the communication center industry, you cannot observe the same routine daily. Each day is different from other you cannot have the same day twice, but it does not mean that we cannot do planning. Having strong planning helps you to determine your goal, you can start strong, and you can effectively and efficiently work when the problem arises.
