Imagine a loyal premium-account customer calls your business and is treated rudely by a contact center agent. Perhaps the agent loses his or her temper, or uses a tone of voice that doesn’t resonate well with the customer. This type of negative interaction can make a customer irate. It can cause the customer to stop doing business with your company, and even to post negative comments about the experience online.
Here’s the question, though ... Would you even know about such an interaction if it took place? Or, would it get buried beneath a multitude of other calls?
Unfortunately, the latter scenario is more likely. Contact centers receive thousands of calls over the course of a day, and identifying problems as they arise is very difficult—especially if you lack the necessary technology for supervising your agents.
Bright Pattern’s cloud contact center platform can help you ensure that your agents are providing a premium level of service and are demonstrating qualities like honesty and fairness at all times. Managers can use Bright Pattern to randomly view interactions in real time, and to maintain a presence with agents using message boards and chats.
Managers may not be able to access every interaction, but by communicating with agents on a regular basis, they can hold team members to a higher level of excellence.
Increased visibility and communication with agents is just one of the many features that makes Bright Pattern’s contact center platform a cut above the rest. For more information, click here.