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Contact Center

Contact Center script
Everyone has answered the phone only to find an obviously uninformed contact center agent stumbling over the finer points of why it is important to purchase a particular product or service. The uninspired tone, the disingenuous hello, and the nervous pitch all give away the fact that the agent is woefully unprepared. Most customers hang up before the agent even gets too far into their script simply because it comes across so forced! The reality is that the contact center agents to whom you speak would be far more effective, and happier, if the proper training had taken place, and if a tested script had been offered as a starting point! Scripting solutions, utilized in conjunction with automated outbound dialing, can turn a negative into a positive by increasing customer-centricity and agent productivity through customized interactions enhanced by contact-specific data and business details which minimize introduction errors.

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Contact Center technology
In today’s dynamic market environment, an organization’s success depends primarily on its ability to respond to its customers’ demands in a timely manner. Speed and consistency are the cornerstones of any customer service program, and in the last few years the contact center has become the champion of the customer experience. It’s more often than not the first place many customers go when they have a sales or customer service issue, and meeting and exceeding customer expectations is critical to long-term growth! Because of this, contact centers have had to adapt new technologies and strategies to keep pace with their constantly evolving environment. Simply answering the phones is not enough! The call center needs to offer its customers the finest service and individualized attention, while maintaining high productivity rates and overall productivity.

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Contact Center compliance

Federal regulations such as Sarbanes-Oxley, the Health Insurance Portability and Accountability Act (HIPPA) and the Equal Credit Opportunity Act (ECOA) all have different rules and guidelines that agencies are expected to be in compliance with at all times. Many individual states have their own compliance requirements and international business may have to adhere to regulations set forth foreign governments.  Failing to adhere to one or more of these laws can result in a hefty fine, so call centers are doing everything they can to ensure call compliance from top to bottom.

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For many years no one really worried about the call center. It was just a line item on the budget that you had to have, but no one really saw how they could "use" their call center to make for a better business. But as the business world has gone more customer-centric, the call center has been pushed to the forefront as the hub of a company's customer experience. You know that your customers are calling in with sales and service issues, and you're constantly monitoring key metrics to ensure things are running along smoothly. But do you really know what is happening?

Contact Center control

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Contact Center service
With 2014 officially behind us, now is the time to decide what kind of year you want your call center to have in 2015. What are your call center resolutions? Does your contact center have certain metrics you are trying to improve? Are you implementing a new agent training program? Do you want to invest in multi-channel customer service options? Well one way to have a better 2015 is to look bad and see what worked and what didn't in 2014.

Here are three things 2014 taught us about customer service in the call center:

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