Efficiency and effectiveness are pressures organisations face on a daily basis. Countless customers with diverse needs rely on contact centre agents for fast expert advice and solutions. With social media reviews and internal targets on FCR and AHT rising due to increasingly complex calls, being heard clearly is more important than ever.
Customer service is evolving quickly and more dramatically than ever before. Are you managing to keep up?
The dynamics of the workplace are changing:
Delivering exceptional customer service is more important than ever. It’s a key part of your overall business offering, which is why it's becoming more customer-centric:
Your customer experience is defined by your people. And the nature of your workplace shapes their attitude, motivation and sense of community. Now, new technology is creating greater freedom beyond the conventional Contact Centre environment.
Two workspaces are emerging as the preferred locations for delivering exceptional customer service:
A productive and collaborative environment, the smarter contact centre offers acoustic spaces for different purposes. Using tools like Leesman, it brings people together and makes them proud to work for your brand.
Working at home can increase employee satisfaction, increase retention and boost productivity. Remote working should no longer be taboo, so send your best people home!
Using home working can benefit employee retention. Employees who are able to work from home feel more trusted, and more valued and are therefore more loyal to an organisation.
Home working improves employee satisfaction, reduces stress and work/family conflict. Because happy employees are more productive employees, the benefits for your business are clear.
Employers report increases in productivity when integrating home working into their business. Freedom from distractions, and a quieter environment can increase worker productivity by 10-50%, enhancing your competitive advantage.
The primary benefit of home working is pure financial savings. By utilising staff working from home, companies can either limit the new space required during periods of expansion, or they can actively reduce the space required at other times. With the annual cost of a desk running at up to £16,000, it is easy to see how the cost savings can add up quickly.
If companies are located in areas where they have already employed all the good people, or where there is constant high competition for people (and hence high turnover of staff) they can now start to recruit outside their geographic area. Maintaining growth of the company, but not having to relocate or expand to a new office.
With easier customer requests now dealt with by self-service, the contact centre has to deal with increasingly difficult issues. These can often only be solved by group working – and those groups need Unified Communications to collaborate regardless of location. This presence based technology helps bring people together quickly and effectively.
Clear and effective communications are vital to remain in contact when moving around different areas to confer with colleagues or retrieve information.
You need lightweight, easy-to-use headsets that allow you to move freely, and access the information you need to resolve a customer query.
Training and coaching are made easier with wireless headsets that connect simply and quickly to a different base to effortlessly join a call.
Plantronics technologies such as the Savi 700 can connect to multiple devices making your purchase future proof.
Has the telephone had it’s day? Contact centres are increasingly realising the benefits of using a PC based softphone - integration with desktop applications, reduced clutter, and click to call. The increase in PC hardware quality, and software to deal with voice in real time, is now making the softphone a reality for large scale rollouts. As your phone changes, your headset should too – to add in wideband audio quality, and keep the high reliability.
Building a rapport with new customers and engaging with them is imperative when resolving their issues. If you want them to take action, purchase services and perform tasks, they have to be able to hear the caller clearly amidst any interfering noise.
Wireless headsets significantly contribute to efficiency improvements and cost savings. Hear what our customers are saying.
The rise in challenging calls and legislation often requires increased communication inside and outside a contact centre between agents, experts and customers. Availability and connectivity are essential, particularly when educating customers and staff and delivering successful resolutions.
Communication is constantly evolving and the rise of the lightweight headset is an ongoing evolution that started nearly 50 years ago, with the advent of the first headset for NASA’s historic moon mission.
Now, Plantronics ultra-light headsets are designed with ergonomics, real-life interaction and specific user needs in mind. From ear size measurements to sizing alignment, weight and balance – superior comfort is paramount. No two ears are alike and as a technology innovator, Plantronics conducts the industry’s most comprehensive research in an effort to maximise comfort for its entire user base
Advanced, functional design is key to providing high user satisfaction, which leads to increased productivity and reduced posture-related ailments.
Business tele-interaction is growing and ‘voice presence’ is proving crucial to successful business.
As a result, projecting “brand personality” or “voice signature” through voice-based training should not be underestimated.
In fact, tuning voices with pace, pause, power and pitch can add to your competitive edge.
Research shows that 7% of the importance of a face-to-face conversation is attributed to the message and 38% to tone of voice. With voice-only calls those figures rise to 13% and 87% respectively.
Get your tone right and increase productivity, customer engagement and loyalty.
What is the future of contact centre technology? Find out in this thought-provoking white paper.
Five9 are the leaders in on-demand, hosted call centres. Their advanced software allows you to combine state-of-the-art headset technology with the latest cloud-based flexibility – allowing agents to connect with colleagues anytime, anywhere.
iF product design award (Encore Pro)
CCA Global Standard Certification (2012)
CCA ‘Best Place to Work’ Accreditation (2012)