Your call center is not just about handling phone calls. Today, customers demand the option to mix and match alternate communication channels based on type of contact, situation, and personal preference.
Many companies are making investments to “Web-enable” their call centers, in terms of implementing the latest in technology, but very often they forget to enable the most critical part of the operation – the front-line staff.
As multimedia contact volume grows, your front-line agents must be prepared to handle transactions in whatever media choice the customer selects. But more than just technology will be needed to transform your telephone agents into “net reps” or “cyber agents.” As your contact mix changes, and technology is implemented, it’s critical that you also implement a comprehensive hiring, training, and performance measurement plan to ensure your staff is equipped to meet and exceed your customers’ expectations.
As you migrate your call center operation to respond to Internet contacts, you must find or create the ideal agent to support these Web interactions. And you’ll need to provide an environment that fosters their professional growth as well as one that responds to the evolving needs of your customers.
Many companies are making investments to “Web-enable” their call centers, in terms of implementing the latest in technology, but very often they forget to enable the most critical part of the operation – the front-line staff.
As multimedia contact volume grows, your front-line agents must be prepared to handle transactions in whatever media choice the customer selects. But more than just technology will be needed to transform your telephone agents into “net reps” or “cyber agents.” As your contact mix changes, and technology is implemented, it’s critical that you also implement a comprehensive hiring, training, and performance measurement plan to ensure your staff is equipped to meet and exceed your customers’ expectations.
As you migrate your call center operation to respond to Internet contacts, you must find or create the ideal agent to support these Web interactions. And you’ll need to provide an environment that fosters their professional growth as well as one that responds to the evolving needs of your customers.
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