Negative stereotypes about call centers are often exaggerated, but one thing is true: call center agents come across angry customers on a daily basis.
Christmas is just around the corner! By this time of the year, most of us have already got into that lovely holiday spirit, shopping Christmas gifts while counting back the days. If you manage a call center, however, chances are you associate Christmas with overtime, demanding customers and increased stress levels.
The technological boom in recent years has made the business environment ever-more competitive: companies need to keep up with the latest customer service technologies in order to stay ahead of the competition.
Customer service is the lifeblood of any business: in fact, the way you support your customers can make or break your business. Over the last years the rise of social media platforms has completely changed the face of customer service, paving the way for social customer service. Indeed, customers today can contact customer service departments via social media platforms as well.
As today’s connected customers expect tailor-made customer service, businesses started to deploy ever-sophisticated technology solutions in order to keep up with these new demands. Digital technologies indeed continue to be on the rise, leaving companies with no choice but to adapt to the new business world shaped by digitalization.
Well-constructed IVR technology can be a great way to improve overall customer experience, allowing customers to efficiently contact specific departments and navigate to the appropriate agent. If you get it right, your customer service will definitely shine.
There’s no doubt that ever-more sophisticated new technologies are shaping the world around us, turning seemingly impossible ideas into reality. While a few years ago many groundbreaking concepts – such as video chat, Wi-Fi routers, and 4G technology – seemed impossible, today they are part of our everyday lives.