Secrets to Keeping Your Contact Center Agents Motivated

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Here are a few tips on how contact center managers can keep their agents motivated:[/vc_column_text]

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Set the right tone in your working environmentдостоинства и недостатки пластиковых и деревянных окон

Start by offering a clean working space for your agents with equipment conducive to good performance. Make sure to also build a welcoming and warm environment where they would feel valued, respected and fairly treated.

Provide the right tools and training

There will be agents who sincerely wanted to do a great job but just doesn’t know how to start or how to handle challenging situations. Share tips on how to improve productivity and quality of service. Provide refresher trainings.

Be a member of your teamboss-and-employees-working-together_1133-133

We all like being complimented and rewarded for doing a good job. No matter how challenging one’s job is, it is our nature to feel good when praised. Use variety of methods to reward excellence and try implementing incentive schemes that would encourage top performing agents to keep up the good work. Pat their backs because they deserve it!

Encourage agents to share suggestions for improvements

Nobody knows best what does and does not work for customers than the agents themselves. Listen to them attentively, be open to their suggestions and try to implement them. Find ways to actively communicate the result of their ideas, why it did and did not work.

There will be times when a dedicated agent will find themselves challenged with their performance stats. Show them that they still have your respect in their skill and expertise. Guide them in finding areas of opportunities and trust that they can apply their new learning to improve their performance.

Share and celebrate successbusinessman-being-throwing-up-by-his-teamwork_23-2147504319

Call Back Solution – Why should you consider?

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Customer experience and satisfaction are important in a business and its contact center. That is why management always tries to find the best solution to every problem that hinders customer satisfaction. But how can we make sure that we provide the right solution if we can’t fully understand the problem?

One challenge among contact centers is the call volume and the abandonment rate.

People nowadays dislike waiting on hold for long periods of time. Most consumers are using social media to express their dissatisfaction, and this could possibly damage your company’s reputation.

Today, callback solutions have become the smartest and most cost-effective way to lower abandonment rates and improve customer retention.

Callers can now have the ability to choose whether they wait on hold or get a call-back. IPitimi’s Call-Back Solution is an affordable and practical way for businesses to improve their call center operations, save time, money and their customers’ patience.

Did you know that 97% of customers stated that more contact centers should offer this solution?

See infographic below and learn what are the indications of a contact center’s need for a callback solution and how it can affect its operations.  To learn more about how the IPitimi Call-Back Solution works, contact us today!

Getting through the Holidays with UC

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The Holidays are here once again! It’s that time of the year when households feel merrier with special dinners, family get-togethers, putting up Christmas trees and lighting up everything with holiday decorations. But for businesses, it may not be always like that.

The Holidays represent a hectic time for businesses. Keeping more flexible or restricted hours, and trying to continue business operations and productivity with fewer employees, as people take vacation time or attempt to work away from the office. Managing all this is sometimes not very merry at all.

Enter: UNIFIED COMMUNICATION!

Many of today’s UC platforms allow business to lift that burden off their shoulders.workspace-closed-for-vacation_1172-9 Your team members may be planning to be away from the office, but do they still want to be able to work? Unified communications and collaboration can make that happen.

UC and collaboration platforms keep all your communication applications from email, SMS, voicemail, web conferencing etc. in one place and make it accessible across mobile devices. When your staff are planning to be away for the holidays, team members can stay connected real-time simply with an internet connection.

With today’s aid from UC and collaboration there will no longer be a need to sacrifice your company’s productivity or your employees’ precious time with their families. If staying productive this holiday season is on your “wish-list”, then consider it granted with Unified Communications on your side. Get in touch with an IPitimi consultant today to learn how to get started.

merry-christmas-label-with-ornaments_23-2147498971

How to Set your Music on Hold to a Holiday Tune

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Step 3: Choose your Holiday Music from our list of pre-formatted music files. Right click and select “Save link as”. Make sure to save the .wav file format.Штукатурное покрытие и залог его качества

Screenshot 2016-11-21 13.14.55

Step 4: Access portal.ipitimi.net. Enter your username and password.

Step 5: Under the “Profile” option on the main menu, choose “Announcement Repository“.

Screenshot 2016-11-21 13.18.02

Step 6: Once in the Repository menu, click on “Add”. You will then have an option to name the New File. Choose the music file (please make sure you have saved your file locally so you can then upload it) and Click “OK“.

Screenshot 2016-11-21 13.23.04

Step 7: On the main options on the left, click “Call Control” and select “Music/Video on Hold” among the sub menu (make sure Music on Hold is turned ON).

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Step 8: Under “General Settings“, tick “Custom Music/Video File“.

Step 9: On “Audio“, click the drop down menu and choose the file you uploaded. Click “Apply“. You will get a BLUE message stating your file has been saved.

Screenshot 2016-11-21 13.33.11

If you have any questions or need assistance, please email support@ipitimi.com and we’ll be happy to help!

9 Tips for Providing Exceptional Customer Service

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Regardless of what business you are in, customer service is one of the most important pieces for a successful business. Excellent customer service can create loyal customers for life who are willing to refer your business to friends, family and colleagues.  Here are 9 simple reminders to start the pattern of giving exceptional customer service.

1. Start The Call Right

Find out who you are speaking with right away. Make sure the customer’s problem and desired solution are stated as early in the call as possible. If a customer has a hard time explaining the problem, ask pointed questions to help clarify.

2. Stay Attentive

Take-notesThe ability to really listen to customers is so crucial for providing great service for a number of reasons. Listen to the client, try not to talk over them and take notes so you remember the details of the call.

3. Keep the Conversation Focused

It’s just fact- certain personality types just have a hard time staying on topic. When a customer continually shifts a phone conversation to topics unrelated to reaching the desired solution, treat every response as an opportunity to nudge the conversation back in the right direction.
Also, be sure you set an example. Don’t let yourself get off topic or you’re setting a tone for the conversation that implies it doesn’t need to be all business. It’s the job of the customer service representative to help the customer solve a specific problem related to the product or service, not to become his or her close confidante.

4. Always use positive language

Positive language is a great way to avoid accidental conflicts sprung from miscommunication. While the change is subtle, the effects are drastic.
Negative language: “I can’t help you because I don’t have access to your account. You will need to call someone else.
Positive language: “Let me place you on a brief hold while I conference in someone who is more familiar with this account and will be able to answer all of your questions.”

5. Use Resources Available to You

You may not always know the answer. People will always appreciate an honest response, even if you have to say, “That’s a great question. I want to give you the correct answer, and I have to check with someone. Can you hold or can I call you back?” And then you do.

6. Keep a Calming Presence

tips-for-exceptional-customer-serviceRemember to stay calm, using your calm presence allows the call to go more smoothly and even influence others when things get a little hectic. If you feel the call is getting out of hand, don’t be afraid to place the call of a brief hold while you regain your bearings.  Put a smile on when talking with a client, they can hear that smile on the other end of the phone.

7. Give Credence to Customer Complaints

Harsh words are not always indicative of insight, and complaining customers are not always a sign that something is wrong. Be that as it may, sometimes great feedback is buried within the bitterness—give credence to every message.
To stay consistent in tone and process, use the CARP method:
Control the situation.
Acknowledge the dilemma.
Refocus the conversation.
Problem-solve so the customer leaves happy.

8. Take Ownership

Take responsibility and own the call you just answered.  Be sure the information gets to the correct person or department and take a moment to follow up and ensure it is completed.   The last thing you want is the customer to call back in and say they spoke with you and their issue is still not resolved.

9. Once the Problem, Solution, and Needed Actions Are Determined, Wrap it up

Being able to close with a customer means being able to end the conversation with confirmed satisfaction (or as close to it as you can achieve) and with the customer feeling that everything has been taken care of (or will be). Getting booted after a customer service call or before all of their problems have been addressed is the last thing that customers want, so be sure to take the time to confirm with customers that each and every issue they had on deck has been entirely resolved.
Your willingness to do this shows the customer 3 very important things:
• That you care about getting it right
• That you’re willing to keep going until you get it right
• That the customer is the one who determines what “right” is.
Use language that lets the customer know it’s time for the call to come to an end.
Some suggested lines to consider:
“Sounds like we’ve covered everything…”
“I’ll get started on this right away…”
“I don’t want to take up anymore of your time, so…”
“I have everything I need on my end…”

HOW HOSTED COMMUNICATIONS REDUCE OFFICE SPACE COSTS

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Office spaces around the U.S costs an annual average of $4,000 to over $14,000 per employee, and as the economy improves, prices for office rent rise. Despite the rising prices, companies are still renting more and more office spaces especially those that are related to those continually growing industries.Дезинфекция

Here’s how much the average office space costs per employee in your city according to a data from TheSquareFoot:

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Freeing Office Spaces

Cloud services also enabled businesses to totally eliminate the need for in-house servers and maintenance operators. For non-technology based organizations, this means a significant savings in office space. They now have the freedom to outsource their computer and IT needs providing more workspace allocations or allowing them to move to smaller offices for less costs.

8 Tips to Make Your Small Business More Credible

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Offer Cutting-Edge Conferencing CapabilitiesОндатра

Polycom-round-table-skype-for-business

 

Record Custom Greetings

Record and upload custom greetings. Announce the call may be recorded, happy holiday greetings or to advertise current deals and savings offers.

 

Record Calls on the Fly

 

Send and receive faxes using your email. Never have to deal with a fax machine or printing again. Fax a document straight from your computer.