Some people tend to go through life without making changes to their appearance. Others frequently change their look to reflect current trends or change with the seasons; women sometimes go from long hair to short, men often grow a beard. Regardless of the change, even minor improvements can have a dramatic impact. Let’s apply the same concept to the contact center.
Some contact centers operate the same way, year after year, offering their services via the same channels, with no interest in making changes or improvements. Others undergo makeovers, both big and small, and enjoy all the accompanying compliments. The industry praises them, their customers are happy, and agents are proud of their place of work.
Follow these 5 simple steps to give your call center the makeover it deserves.
As a customer service leader, you know that not every interaction is going to go smoothly. It comes with the territory – having thick skin is essential for a CSR. Sometimes it’s easy to maintain your composure while dealing with a customer complaint, other times it’s more difficult. Whether the customer is entitled to their anger is not worth debating, the only thing you can do is try not to escalate the situation any further. We’ve all been there, we put our ego before the situation and things get out of control. A lot of people talk about HOW to handle customer rage properly, but are we doing things to enable this behavior?
We’ve all had our share of amazing customer service experiences, and we can attest that when a company goes above and beyond the call of duty we not only share those experiences, we also become loyal customers. Sometimes these stories don’t get the attention they deserve. In fact, it’s more common that the stories we do hear about are the ones where customers are unhappy because of a bad experience. It’s not fair that we constantly have to shame brands. Let’s take a moment to share 5 amazing acts of kindness from well-known brands across a number of industries.
Operating a successful contact center is rarely a simple undertaking. As many contact center professionals know, there are a number of crucial factors that come into play. At Fonolo, we often hear from call center managers who are proactively trying to improve their metrics with our solutions. This year we even started 
Today, the customer experience is arguably the number one determinant of an organization’s success. Aberdeen reports that companies with strong omni-channel strategies retain an average of 
