Today is an exceptional day. As an American clergyman, activist and leader, Martin Luther King, Jr. is proudly honored today for the awe-inspiring role he played in the advancement of civil rights and his nonviolent approaches to doing so. On MLK Day 2013, the nation also simultaneously celebrates President Obama’ Inauguration as the first African American president to his second term. There is so much to be proud of today – so much so, that even call center managers can be inspired by Martin Luther King Jr.’s infamous speech “I Have a Dream.”
While King’s speech clearly addresses something much more critical and historic than call center management, it can still be applied to anyone who has a dream that has remained unfulfilled today. “I Have a Dream” can apply to anyone hopeful of accomplishing a mission or goal as an invigorating and refreshing motto that anything is possible.
Call center managers everywhere may have taken the first month of this New Year to traditionally set a resolution for their business. The No. 1 dream for any call center should definitely be amazing customer service, but the only way to improve customer service is to change the customer perception, and the only way to do this is to place a vast importance on customer relationship management. Addressing each and every customer in the call center – a place of high tension and friction – should resonate as a wonderful and modern example of kindness and generosity today.
This can be especially hard for smaller businesses, which can’t afford the commodities that are easily attained by larger enterprises for added benefits. Bottom line: The only way to most efficiently and warmly serve your customers is by figuring out what tools to use to achieve the performance levels of such big enterprises so that you too can offer the same level of customer service. The trick, however, according to smallbiz technology, is that you need to know how to do this while remaining most frugal as possible.
One such tool to help you in this quest for the ultimate customer experience, the site suggests, is the virtual call center.
“As small businesses do not have the manpower, budget or the reach which bigger companies exert, the tools they use should ideally work around those limitations while still providing the most needed benefits to get the job done,” the report continues.
The things you without a doubt should be sure your virtual call center is stocked with include:
- Its ability to let agents attend to queries from any location remotely
- It should allow call queuing to handle overwhelming caller volumes
- It should be cloud-based to avoid additional, unnecessary costs
So while we take today to remember the breathtaking and courageous acts of one man’s fight for freedom, which he very appropriately described as a day that “will go down in history as the greatest demonstration for freedom in the history of our nation,” we can also celebrate by thinking of ways in which to apply Martin Luther King Jr.’s message to our own lives – and businesses.
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Edited by Rachel Ramsey