Holiday Staffing for Contact Centers - Prepare for the Holiday Rush!
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Holiday Staffing for Contact Centers Three Pivotal Tips to Prepare for the Holiday Rush & Opmize the Customer Experience in Your Contact Center What is your strategy this holiday season for offering your customers the highest level of service while maximizing the profitability of each customer interacon? Check out the ps below to ensure your contact center is prepared during the holiday rush to deliver opmal customer service. Use One Screen to Rule Them All Provide Access to Crical Customer Data Provide Holiday Worker Incenves for Millennial, Seasonal Employees • Create a customer 360 view that will tap into different systems that contain customer informaon from a single window! • Decrease costly and me-consuming training me for contact center agents • Create seasoned agents that can spend more me interacng with the customer and making sales – not navigang mulple systems and copying/pasng data • Provide agents with access to real-me data including accurate pricing and inventory availability to communicate to customer • Agents must be able to access mulple systems with limited navigaon system to system • Present “Next Best Offer” guidance to the contact center agent to drive increased revenue and leverage cross-sell and up-sell opportunies Drive holiday sales and help agents meet sales quotas as well as increase upsell and cross-sell metrics for incenve pay by using “gamificaon”—gaming techniques used in the workplace to achieve levels of performance and engage the millennial generaon TellerPro v1.0 Client Details Search Save Clear Customer Number 2001 Home Automation Jane 1101 Michigan Ave. Logansport IN 46947 678-527-5400 785-44-1234 Last Name First Name Address City State Zip Phone SSN Notes Checking Account Types Description Amount Balance MAINFRAME – XTRA Xtreme File Edit View Tools Session Options Help Home Date: 08/08/08 OpenSpan Real-World Scenerios Hour: 19:34 Account: 2001 Status: Closed Credit Cards: Visa/MC: Y Discover: N Account Activity Type: Comments Merchant ID: 2382-001 Account Detail Contact: Jane Automation – Service Cloud Console SEARCH SERVICE CLOUD CONSOLE Jane Automation Home OpenSpan Credit Card 2382-8501-4510-3891 Credit Score 785 Jane Automation Edit Delete Clone Work With Portal Trouble Shoot Trouble Shoot KM Name Name Name Reports To Contact Owner Days since last activity Notes AccountID Phone Mobile Email Jane Automation 703-654-9875 52 Gary Goldstandard I changed a note 011000315WYZ [email protected] Interaction Log Name Related To Notes Subject Jane Automation CTI Screen Pop Answer Hangup Next Call Automation Jane 2001 785-44-1234 Last Name Incoming Call Details Phone Number First Name Account Number VoIP Call #2 TellerPro v1.0 Client Details Search Save Clear Customer Number 2001 Home Automation Jane 1101 Michigan Ave. Logansport IN 46947 678-527-5400 785-44-1234 Last Name First Name Address City State Zip Phone SSN Notes Checking Account Types Description Amount Balance MAINFRAME – XTRA Xtreme File Edit View Tools Session Options Help Home Date: 08/08/08 OpenSpan Real-World Scenerios Hour: 19:34 Account: 2001 Status: Closed Credit Cards: Visa/MC: Y Discover: N Account Activity Type: Comments Merchant ID: 2382-001 Account Detail SEARCH SERVICE CLOUD CONSOLE Jane Automation Home OpenSpan Credit Card 2382-8501-4510-3891 Credit Score 785 Jane Automation Edit Delete Clone Work With Portal Trouble Shoot Trouble Shoot KM Name Name Name Reports To Contact Owner Days since last activity Notes AccountID Phone Mobile Email Jane Automation 703-654-9875 52 Gary Goldstandard I changed a note 011000315WYZ [email protected] Interaction Log Name Related To Notes Subject Jane Automation CTI Screen Pop Answer Hangup Next Call Automation Jane 2001 785-44-1234 Last Name Incoming Call Details Phone Number First Name Account Number VoIP Call OPEN DASHBOARD CUSTOMER INFO TELLER PRO SALESFORCE MAIN FRAME First Name Last Name Checking # SSN Street City State Zip Acct. ID OS Acct. ID FICO Score CC# Jane 1101 Michigan Ave 2001 2345-2001 2382-8501-4510-3891 785 Logansport IN 46947 Automation 1703-224-9002 785-44-1234 Opening Date: Account #: Balance ($): CURRENT OFFERS AVAILABLE TO CUSTOMER NOTES Standard: 76 Goal: 85 Quality: 96 NAME ACCOUNT TYPE: Checking Savings Credit Card PLATINUM CARD 85 10/12/12 86-7659-2001 597.87 #1 #3 www.openspan.com Follow us online v1013 With these key ps the hecc holiday season can become simple and streamlined. Consistent, high level customer service can be achieved even with temporary holiday hires. Give your seasonal workers the informaon and tools to discover a Beer Way to Work.
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What is your strategy this holiday season for offering your customers the highest level of service while maximizing the profitability of each customer interaction? Check out our infographic for three pivotal tips to prepare for the holiday rush and optimize customer experience in your contact center.
Transcript of Holiday Staffing for Contact Centers - Prepare for the Holiday Rush!
Holiday Staffingfor Contact Centers
Three Pivotal Tips to Prepare for the Holiday Rush & Optimize the Customer Experience in Your Contact Center
What is your strategy this holiday season for offering your customers the highest level of service while maximizing the profitability of each customer interaction?
Check out the tips below to ensure your contact center is prepared during the holiday rush to deliver optimal customer service.
Use One Screen toRule Them All
Provide Access toCritical Customer Data
Provide Holiday Worker Incentives for Millennial, Seasonal Employees
• Create a customer 360 view that will tap into different systems that contain customer information from a single window!
• Decrease costly and time-consuming training time for contact center agents
• Create seasoned agents that can spend more time interacting with the customer and making sales – not navigating multiple systems and copying/pasting data
• Provide agents with access to real-time data including accurate pricing and inventory availability to communicate to customer• Agents must be able to access multiple systems with limited navigation system to system• Present “Next Best Offer” guidance to the contact center agent to drive increased revenue and leverage cross-sell and up-sell opportunities
Drive holiday sales and help agents meet sales quotas as well as increase upsell and cross-sell metrics for incentive pay by using “gamification”—gaming techniques used in the workplace to achieve levels of performance and engage the millennial generation
TellerPro v1.0
Client DetailsSearch
Save
Clear
Customer Number 2001
Home
Automation
Jane
1101 Michigan Ave.
Logansport
IN
46947
678-527-5400
785-44-1234
Last Name
First Name
Address
City
State
Zip
Phone
SSN
Notes
Checking
Account Types
Description
Amount
Balance
MAINFRAME – XTRA Xtreme
File Edit View Tools Session Options Help
Home
Date: 08/08/08 OpenSpan Real-World Scenerios
Hour: 19:34
Account: 2001
Status: Closed
Credit Cards: Visa/MC: Y Discover: N
Account Activity
Type: Comments
Merchant ID: 2382-001
Account Detail
Contact: Jane Automation – Service Cloud Console
SEARCH SERVICE CLOUD CONSOLE
Jane AutomationHome OpenSpan
Credit Card2382-8501-4510-3891
Credit Score785
Jane Automation
Edit Delete Clone Work With Portal Trouble Shoot Trouble Shoot KM
Name
Name
Name Reports To
Contact Owner
Days since last activity
Notes
AccountID
Phone
Mobile
Jane Automation
703-654-9875 52
Gary Goldstandard
I changed a note
Interaction Log
Name Related To Notes
Subject
Jane Automation
CTI Screen Pop
Answer Hangup Next Call
Automation
Jane
2001
785-44-1234
Last Name
Incoming Call Details
Phone Number
First Name
Account Number
VoIP Call
#2
TellerPro v1.0
Client DetailsSearch
Save
Clear
Customer Number 2001
Home
Automation
Jane
1101 Michigan Ave.
Logansport
IN
46947
678-527-5400
785-44-1234
Last Name
First Name
Address
City
State
Zip
Phone
SSN
Notes
Checking
Account Types
Description
Amount
Balance
MAINFRAME – XTRA Xtreme
File Edit View Tools Session Options Help
Home
Date: 08/08/08 OpenSpan Real-World Scenerios
Hour: 19:34
Account: 2001
Status: Closed
Credit Cards: Visa/MC: Y Discover: N
Account Activity
Type: Comments
Merchant ID: 2382-001
Account Detail
Contact: Jane Automation – Service Cloud Console
SEARCH SERVICE CLOUD CONSOLE
Jane AutomationHome OpenSpan
Credit Card2382-8501-4510-3891
Credit Score785
Jane Automation
Edit Delete Clone Work With Portal Trouble Shoot Trouble Shoot KM
Name
Name
Name Reports To
Contact Owner
Days since last activity
Notes
AccountID
Phone
Mobile
Jane Automation
703-654-9875 52
Gary Goldstandard
I changed a note
Interaction Log
Name Related To Notes
Subject
Jane Automation
CTI Screen Pop
Answer Hangup Next Call
Automation
Jane
2001
785-44-1234
Last Name
Incoming Call Details
Phone Number
First Name
Account Number
VoIP Call
OPEN DASHBOARD
CUSTOMER INFO
TELLER PRO SALESFORCE
MAIN FRAME
First Name
Last Name
Checking #
SSN
Street
City
State
Zip
Acct. ID OS Acct. ID
FICO Score CC#
Jane 1101 Michigan Ave 2001 2345-2001
2382-8501-4510-3891785
Logansport
IN
46947
Automation
1703-224-9002
785-44-1234
Opening Date:
Account #:
Balance ($):
CURRENT OFFERS AVAILABLE TO CUSTOMER
NOTES Standard: 76
Goal: 85
Quality: 96
NAME
ACCOUNT TYPE:
Checking Savings Credit Card PLATINUM CARD85
10/12/12
86-7659-2001
597.87
#1
#3
www.openspan.com Follow us online
v1013
With these key tips the hectic holiday season can become simple and streamlined. Consistent, high level customer service can be achieved even with temporary holiday hires. Give your seasonal workers the
information and tools to discover a Better Way to Work.
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