Last Friday Beyond Recruitment attended an excellent breakfast event hosted by the Contact Centre Institute of New Zealand in partnership with Interactive Intelligence. The theme of the breakfast was the impact of digital strategy on customer behaviour and how contact centres may have to expand their current communication processes with their customers.
A few key highlights that came up in this breakfast were:
- Customers expect the agent on the line to have more information than what is readily available on their website.
- Customers want to know when they call a contact centre, the agent will be able to find a solution for them on the first call.
- Self-service on websites is very important. When seeking information, customers want to find a solution quickly.
- Call centres now need more than just an 0800 number and email as a contact solution; but also web chat, self-service and phone as multiple contact channels for customers.
What does this mean for you? Our clients ask us to look for customer service agents who have confident communication with their customers both over the phone and on email. It's also important that you be technology savvy and have the ability to work across multiple communication channels.
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