customer engagement for call center
TRANSCRIPT
Customer Engagement for Call Center
Engaging with customers has become an essential part of 21st-century customer service. Hodusoft panel of experts share their top tips for
customer engagement.
1. Build Relationships
Ensure your organisation can intelligently route repeat callers to the same agent they have previously spoken to. This will build relationships, loyalty and
ultimately improve the customer experience.
2. Ensure Emails are Properly Managed
As more and more people now contact call centres by email, it’s important for this method of contact to be properly managed.
3. Listen to Customer Feedback
A two-way dialogue is imperative if a brand is to build Customer Engagement. It shouldn’t be a top-down approach and it needs to be a win-win situation for
the customer.
4. Adapt to New Technology
Social media is a mode of communication in the contact centre and moving faster than you think. Are you one of those who is adapting to the needs of
your customers.
5. Have an Engagement Strategy
A dynamic customer engagement strategy helps every customer interaction include context. When we have a conversation with a friend, it is influenced by
a range of different factors.
6. Remember Different Types of Customers
Customers will come with unique needs. While some are accustomed to automated processes, other customers may reject this service and prefer a live
person.
7. Evaluate Customer Engagement Solutions
As customer engagement expectations continue to evolve, it is important to continuously analyze and improve the contact center solutions and technology
deployed for customers.
