The Role Contact Centers Play in Customer Loyalty | Workforce Management Blog

Information how you need it.

Interested? Monet offers exceptional videos that allow you to explore how we can help, at your own pace. Click below to select from a wide variety of quick, informative and self-paced videos that you can watch right now.

Watch a Demo

Quick, informative and self-paced videos you can watch right now.

Watch Now

No, thanks. Keep Reading.

The Role Contact Centers Play in Customer Loyalty

Posted: by: Chuck Ciarlo

The quest for new customers is never-ending at all types of businesses, but those efforts should never obscure the fact that your best customers are the ones you already have.

Contact centers can play a key role in encouraging customer loyalty, by delivering the level of service those customers have come to expect from a company they like. That means calls answered quickly, a minimum of hold time (if necessary at all), agents that can answer questions and take corrective action if needed, and an effort to make each customer feel valued and appreciated. 

It’s an important goal and there are two ways to achieve it: consistent agent training, and workforce management software. 

Agent Training

Training should begin with learning the contact center script and understanding contact center procedures – but it shouldn’t stop there. Agents should also be encouraged to show patience, understanding, and empathy. Role-play scenarios can test how well they respond to different situations. 

Workforce Management Software

All of the burden for customer service should not fall on the agent’s shoulders. The contact center must provide the tools necessary for an agent to do his or her job, as well as provide forecasting and scheduling that assures the presence of enough agents to efficiently handle incoming calls. 

That used to be handled with spreadsheets but can now be covered with a workforce management (WFM) solution. With the advanced functionality and the more accurate forecasting and scheduling made possible by WFM, as well as the data it delivers on agent performance, schedule adherence and KPIs, contact center managers can always be assured the contact center’s resources are being utilized in the most efficient and cost-effective manner. 

The benefits of the Monet WFM solution include:

  • Real-Time Adherence: Helps avoid overstaffing, understaffing and shrinkage
  • Skill-Based Routing: So customers connect with the agent best suited to help them

If it’s time for your contact center to consider WFM, we invite you to find out more about what Monet has to offer. 

Get the facts about Monet WFM 

Take a free online demo of our WFM solution

Comments are closed

A More Efficient Call Center in One Minute?

These are just some of the real-world benefits experienced after implementing Monet WFM software.

Watch Video