Post by account_disabled on Mar 7, 2024 4:14:50 GMT
Of collaborating with each other on customer issues? In a contact center environment, it's very valuable for one agent to be able to turn to another agent and say, "Hey, this customer is having a problem. Have you encountered this before? When multiple agents say, “I've seen a few tickets (or taken a few calls) about this today,” you've discovered a trend. In the modern, hybrid contact center, where the team is distributed between an office and remote work, a collaboration tool like microsoft teams or slack is the new way these discussions happen. Leaders must create a culture where agents can talk and collaborate. Sure, some of the conversations may seem like a waste of time, but when problems arise, you're going to want them to talk as soon as they notice something isn't right. 6.
When team members raise a concern, does someone listen, filter and quantify? Finally, the challenge for supervisors and managers is to understand customer problems and determine the full impact before raising it with the engineering team. Lest we be accused of sounding the alarm, this is where we work quickly t Buy Bulk SMS Service o quantify the seriousness of the situation. As already mentioned, here are some ways to put together the clues: negative result of customer satisfaction it's not uncommon for us to talk about negative customer satisfaction results or complaints on social media and review sites about an issue. Total ticket volume speech and text analytics can be very valuable tools for finding out how many customers have contacted us about customer issues. Create alerts for certain key words or phrases that may indicate a problem.
For those of us who do not have these tools, the search function of our ticket system is very useful. For known issues, we often ask our agents to apply specific tags to tickets so we can track them more easily. Review the queue as a whole for customer problems it's easy to focus on one customer interaction at a time, but there should always be someone tasked with reviewing the entire queue. For example, at our company, if we see multiple tickets with a subject that says "Can't send text messages," we dig deeper. Database query our management team has access to consult our customer database. If a customer reports that he or she has done something out of the ordinary, we can quickly search for other customers with the same problem. This level of access sometimes allows us to detect problems before customers do.
