As a customer contact manager, you want to be able to deliver with focus, but how do you do that? Four elements not to be missed.

1 The right strategy

Everything starts, of course, with the strategy you choose. What are your goals and what do you want to achieve with your customer service? This study by Forbes Insights, for example, shows the goals of major retailers. In first place is stopping customer turnover, followed by selling more to existing customers, converting visitors into customers and staying competitive.

2 The right application

Your strategy hinges on the application you choose for your customer contact center. It has to match your objectives and fit your organization. Only with the right solution will you respond better and better to the needs of your customer and make your customer contact efficient, affordable and profitable.

3 Clear reporting

Your goals determine what you need. In doing so, good reporting is crucial. Data analysis is key. After all, that’s how you measure the health of your organization. Whereas the customer contact center used to be seen as a cost item, today it is the department that ensures that your customers remain customers. It’s no longer about handling customer contacts in the shortest possible time. No, you need to make sure that customer hangs up with a smile from ear to ear. As a manager, you want tools in your hands that allow you to prove your added value. By analyzing your data, you not only measure – and know – whether your quality is good, but you can also prove, for example, that you are cross-selling.

4 The right employees

Without employees, of course, you are nowhere. You choose an application because it fits your goals, but also because it fits your organization, your team. Your employees should feel comfortable with the application, they should be the ambassadors of the application, so to speak, so that together they form an integrated whole. The less employees have to think about the application they are working with, the more attention there is for the person sitting – virtually – in front of them.

Curious?

The ideal customer journey, the optimal customer experience, is the primary factor by which you can differentiate yourself from the competition. By structuring your quality process, you contribute to the future-proofing and success of your organization, both in the short and long term. Do you also want to stand out in the market? Then contact us without obligation. We will gladly work with you to find the ultimate solution for your customer contact center. Want to get acquainted first? Stay informed by signing up for our newsletter.