When it comes to what’s important in the contact center world, there has been a definite change and shift in what employers are looking for. It used to be that call centers were only looking to get through as many calls as they could in a day. Volume was the name of the game, and that led to plenty of companies annoying people far more than solving their problems. These days, there has been a clear change in priorities and customer service is now the most important aspect of the business.
Customer service and satisfaction are now the name of the game, but recognizing that doesn’t automatically mean the company has found real success. Employers can feel as though their employees are doing well but they can’t really know that unless they use some monitoring software that will get to the root of the matter.
Michael Moseman, the director of a contact center that works for Brooks Brothers recently talked to the website Multichannel Merchant about the issues today’s call centers face. “Without a robust monitoring program, you run the risk of being very efficient, but perhaps not very effective in truly supporting your customer,” Moseman said.
Monitoring solutions are especially important when taking in recent findings that include numbers like nearly half of respondents said customer service scores are the most important measurement. This is a big gain considering that 49.5 percent echoed this sentiment this year and just 34.7 percent said the same thing last year.
When talking about what kind of customer service experience is most important, a whopping 38.5 percent replied that first call resolution was among the top factors. Most call centers understand the only way to do that is to truly understand and feel empathy for the people who are calling. It helps if the caller or contact is always talking to a real person.
The real problem in the contact center world is that there are still plenty of companies that aren’t adopting measurement solutions. By not adopting these tools, a contact center is operating at a detriment.