Whether it’s a necessity or just a good idea, saving money in the contact center is a smart move. Here are three ways to do it.
With the money you save on operations, you can use it for team building, training or fun (all things that benefit agents).
These ideas come from Stefanie Amini, Marketing Director and Specialist in Customer Success at WalkMe:
- Use your social media channels more. If you post information on the most recent pressing issues, you will eliminate many phone calls into the contact center.
- Offer extensive, relevant FAQ sections. An FAQ page is a must on every company’s customer service website. More importantly, that page needs to be updated at least weekly to reflect what customers are asking most across all channels. The right answers to the biggest questions will deflect many unnecessary contacts to your center.
- Encourage self-service. Once you give customers access to information they need online, make it easy for them to get to it. Whether it’s a step-by-step session with a service rep or providing a technology tool to do it, customers will do more on their own once they fully understand how to do it.
