The blog produced by contact center vendor Fonality (News - Alert) notes that there are “several emerging business and consumer trends” in Australian contact centers, trends which echo what’s happening elsewhere.
As Fonality officials say, according to a Frost & Sullivan (News - Alert) report, some of these developments include “the growth of cloud computing and the increasing use of social media in both the workplace and customer households.”
One of the blinding advantages of cloud computing for contact centers is the elasticity it affords. As Fonality officials say, a cloud-based contact center is a scalable contact center, able to handle fluctuating call volumes without having to worry complicated installations. This way they can just pay for what they use as they use it, rather than having to put in a lot of hardware to handle higher capacity and watching it all sit idle for weeks.
Hand in glove with cloud capacity is social media, contact center agents connecting with customers on multiple platforms -- and yes, customers appreciate that. Frost & Sullivan found that social media accounted for “21 percent of Australia's total minutes spent online.”
Fonality officials also noted a recent Multichannel Merchant report finding that in addition to flexibility and social media savvy, empathy is an important trait for contact center agents to display in order to connect with customers and improve their overall experience.
And it’s not just the words you say, but really, how you say them. Try it yourself -- how many different emotions can you convey with the words “I’m so sorry.” You can be aloof, caring, sarcastic, indifferent and many more. The successful contact center agent will be able to make it sound empathetic, understanding what the customer is feeling, and conveying a desire to connect with the customer to resolve the issue.
Contact center agents should reconstruct the answer to the customer’s issue into professional advice that can alleviate some of the customer's tension, Multichannel Merchant noted, adding that providing customers a good contact center experience can build their loyalty, which, according to experts, may turn into more sales as those customers refer others to the company.
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Juliana Kenny