Thanks to a hiring binge, call centers are experiencing rapid growth worldwide. But with that growth come challenges as well, as evidenced by news from this week’s Week in Review.
First up comes word that customers are complaining of wasting a lot of time in an endless call-center loop. Some in the industry call it the “Groundhog Day” nature of customer service, after the popular Bill Murray movie in which a small-town newscaster is forced to repeat the same day over and over again. According to a report conducted by Populus Research and commissioned by KANA Software, American customers spend 384 minutes lodging official complaints each year: that’s nearly six and a half hours. KANA calls it the “hidden customer cost of doing business.” If you buy an appliance or a service, you may pay one price up front, but a considerably larger price when you factor in the time you must spend fixing problems. According to the study, repetition is our biggest complaint. Still, KANA research tells us we should count ourselves lucky: the average British customer wastes more than two weeks each year (cleverly dubbed a “fraughtnight”) complaining about faulty products and services.
But there is a bright spot. The multichannel, cross-channel customer experience can best be optimized by integrating channel support systems. And by fusing channel support data under a unified cloud contact center, agents can deliver more relevant and personalized experiences that can help transform the contact center from a cost center into a hub for delivering exceptional customer experiences. And isn’t that what everyone should be striving to do? This type of agile and knowledgeable support structure breaks down communications silos to help boost customer satisfaction and drive business-performance gains. An upcoming webinar will explain how you can do it all. To reserve your spot and start learning new insights, click here.
On a more esoteric level, simple physical changes can make a huge difference in your business. Interior Designers & Decorators agree that nothing makes a place feel more alive and inviting than a dash of green. Even the most basic indoor plants can brighten a space. One such company that knows about interior plants and can point out which ones will live well in a specific office environment is Growing Green Inc. The company recently brightened up the Bridgeton (MO) call center with “green walls” — full of living plants — to greet Macy’s employees and visitors when they enter the call center. Not only are the plants making it an attractive place to work but are also adding “a soothing touch that had been lacking,” said Brian J. Stout, a Macy’s vice president based at the call center. It is helping “make our workers happier,” he added.
Be sure to check back often for more updates on Call Center Services.