Propel contact center potential with positioning


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Many businesses rely on a contact center for the majority of the interactions with their customers but when it’s an after-thought in the company it crushes contact center potential. How do you improve the position of importance of the contact center to the company in general? It is common for contact center management to be narrowly focused on improvement within the center and to overlook the need to advance within the organization.

Be deliberate about highlighting the value of your contact center. Movement into a position of strategic value does not happen without the effort of focus on the center’s points of value.

Your Staff increases contact center potential

Your agents have the power to influence the customer experience, not only to insure satisfaction with the call but to impact the perception of the relationship. Focus on celebrating the accomplishments of the agents, particularly those which perform at the highest levels as per the customers. Service contact after service contact, here is where the brand strengthens. Positive positioning is a great way to keep morale up and increase contact center potential.

Make Social Media increase contact center potential

Focus on social media to be a tool leveraged in your center. Responding to social media interactions needs to have an effective response team. Your contact center already has a great team in place and, with the proper tools, can increase contact center potential by owning this function. Answer questions and help to educate about your products and services.

Appreciation can increase contact center potential

It is not easy to be an agent. Educate the organization about this fact. It may sound easy to just answer the phone, but we know that it takes so much more to effectively serve the customer, to generate leads, to make sales, and to save a customer relationship. Whatever the skills of your agents, focus on them to benefit the center. Not only will this help to propel your contact center potential, but it benefits your agents and your customers.

Check-ups increase contact center potential

CTA-quality-assurance-check-up-300x100.pngAnother important thing that you must do is to evaluate the contact center regularly. Check-ups help to determine areas for improvement but also produce a report to the company about the center’s successes. If you have a contact center that is operating without assessing its condition, others will find it difficult to give it the attention it needs to elevate its importance beyond its current level. To increase your contact center potential you must have an annual check-up.

Positioning forward

The desire to have a successful contact center is anchored with its people who do the best for its customers but there must be success within the company to propel contact center potential. A center does not recognize its full potential without the proper position within an organization. Look for tools that help you stand out with your agents, with your customers, and against your competitors so the center moves to the proper place in the center of the company.

Republished with author's permission from original post.

Jim Rembach
Jim Rembach is recognized as a Top 50 Thought Leader and CX Influencer. He's a certified Emotional Intelligence practitioner and host of the Fast Leader Show podcast and president of Call Center Coach, the world's only virtual blended learning academy for contact center supervisors and emerging supervisors. He’s a founding member of the Customer Experience Professionals Association’s CX Expert Panel, Advisory Board Member for Customer Value Creation International (CVCI), and Advisory Board Member for CX University.


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