Post by shiyabul on Aug 19, 2024 23:01:30 GMT -5
If Marketing neglects to provide information you need, guard against being thought of as the “whiner.” It is your responsibility to build effective cross-functional relationships that deliver Value to the enterprise and, most importantly, to the Customer Experience. Think about what other departments need to know and what information the Contact Center has that would help them.
Make that information your currency. Get creative and https://lastdatabase.com/ bolster up reporting to enhance your Value and Visibility. When information is shared, it provides Value to others and Visibility to your operation. You will get Marketing’s attention when you inform them that the Contact Center can report (in near real-time) contacts generated by a campaign. Imagine providing Marketing with a Voice of the Customer report only hours into a new campaign or promotion.
Won’t Legal be surprised when you are able to capture calls and report specifically on issues like confusing letters being sent to customers and forcing them to call for clarification. Imagine how powerful your argument is when you can offer IT screen recordings to illustrate latency and its impact on performance, resource requirements, agent utilization, and customer experience.
Make that information your currency. Get creative and https://lastdatabase.com/ bolster up reporting to enhance your Value and Visibility. When information is shared, it provides Value to others and Visibility to your operation. You will get Marketing’s attention when you inform them that the Contact Center can report (in near real-time) contacts generated by a campaign. Imagine providing Marketing with a Voice of the Customer report only hours into a new campaign or promotion.
Won’t Legal be surprised when you are able to capture calls and report specifically on issues like confusing letters being sent to customers and forcing them to call for clarification. Imagine how powerful your argument is when you can offer IT screen recordings to illustrate latency and its impact on performance, resource requirements, agent utilization, and customer experience.