Call Center Software Can Improve Customer Service

Written by KOVA Corp

Customer service is vital to keeping your business strong and agile. But for call centers, ensuring the highest levels of customer service can be a challenge. The modes of communication call centers utilize in interacting with a customer base can distort the tone of a message. Being alert to ways telephone and chat communication can be improved in your call center is the foundation upon which a high performance call center is built.

Call center Performance Management Is Based On Information Gathering

Supporting your call center’s team and ensuring an outstanding customer experience are each a half of the same whole. But ensuring that these components are working smoothly, each flowing into the other, can be difficult.

Monitoring staff performance is much more than seeing if team members are doing their jobs. By carefully and comprehensively evaluating agents’ performance you not only lay the groundwork for improvement plans or promotion or reward opportunities, you are looking for trends than can feed back into staff training.

Training is the single best means of achieving the best possible efficiency in a call center. Avoid the pitfalls of throwing random training opportunities at staff whenever a concern in performance surfaces. Too often such approached mean staff loses faith in training sessions, seeing them as a burden to be endured rather than a means to a better work experience.

Part of any contact center solutions must be gathering data about performance and customer feedback to enable your team to acquire the tools they need to succeed. And if your team succeeds, your business thrives.

Call center Software Is The Key To Overall Performance Improvement

Call center software that lets you capture and analyze your team’s performance while at the same time recording customer feedback is crucial in today’s business world.

KOVA has the solution to your call center management needs. KOVA’s Enterprise Feedback Management allows you a deep and clear insight into how customers view your call center’s performance. Offering you the ability to act quickly in response to customer feedback, Enterprise Feedback Management can direct employee training opportunities.

How Call Center Software Makes Your Team Stronger

Enterprise Feedback Management allows you unparalleled insight into customer feedback. Here are just a few of its features.

  • Collect customer feedback from multiple sources – in person, calls, the internet, social media sites, and mobile.
  • Access Enterprise Feedback Management anytime, anywhere on your mobile device.
  • Interactive dashboards, embeddable widgets, and branded reports let you customize and sort data to yield actionable results.
  • Features allow you to centralize and customize survey results for better report generation.
  • Bring unity to processes and systems to allow you to make better business decisions.
  • Ensure brand standards with a rich set of permissions and workflows that allows you to extend the system to thousands of users, while maintaining protection of customer information.
  • Analyze customer text responses to capture sentiment in customer base.
  • Benchmark the level of customer satisfaction in interaction with agents.
  • Ascertain the causes behind changes in customer satisfaction and loyalty.
  • Monitor changes to ensure their impact is improving your call center’s performance.

In today’s competitive world, acting upon customer sentiment can make the difference to a call center. Employing the latest in management software, KOVA can help make your business flexible and responsive to customer feedback.

 

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