2. For Contact Centers to Succeed
They must serve customers at
EVERY STEP OF THE INTERACTION
With the business.
3. Offering the best possible customer service will always be the most important
aspect of a contact center and should be the focus of every business
initiative.
For Contact Center Success
4. Offer Consistency Across All Channels
Always respond immediately!
• Chat
• Email
• Call
• Social Media
Chat
Email
Call
Social Media
18. Respond!
Customers post on social media because they want a response!
This Helps:
• Build a relationship with the poster
• Increase visibility with potential customers
19. Social Responses
• Reply quickly
• Be genuine and honest
• Move complicated issue conversations to direct messages
20. Empower Your Employees
Person-to-person interaction is much better for:
• Building relationships
• Endearing customers to a brand
• Encouraging repeat customers
21. Assign Agents To A Channel
They should be well-versed in all communication
channels, but consider assigning based upon their
individual strengths.
25. Use Performance Reports
Contact center optimization programs can help gauge satisfaction and pinpoint areas
that need improvement.
26. Focus On Relationships
The best customer service is not about simply solving
problems or processing a sale.
THE BEST CUSTOMER SERVICE IS ABOUT
BUILDING RELATIONSHIPS.
27. Technology Helps
Customers are more likely to purchase from a company they feel they know and
trust.
The right technology can help contact centers focus on customer relationships
and turn customers into brand advocates.
28. The Right Tech
An omni-channel, analytics-driven contact
center allows companies to offer the best
service across channels.
It helps them understand how that service is
effective in:
• Engaging customers
• Ultimately increasing sales
29. A New Era Of Contact Center
Performance Optimization
Transera provides real-time visibility, predictive
and descriptive analytics, and on-demand control
of contact center operations across channels and
sites.
30. About Transera
Consumer-facing contact centers rely on Transera to improve:
• Agent productivity
• Agent performance
• Sales
• Customer retention
• And overall experience
31. Get Started!
To get started managing your call center using Transera visit:
http://www.transerainc.com/products/
or call 1-800-727-0766