Are You Ready to Transform Your Contact Center to
Customer Engagement Center?
The Contact Center is one of the world’s toughest work environments. Having to deal with angry customers, strict work schedules, penny-pinching upper management, and super high expectations are just some of the things that can make it a living hell. Undoubtedly, some Contact Center managers have the grace and tenacity to handle the extreme pressure and create an experience that pleases customers without exceeding dwindling budgets, a truly remarkable feat.
Transforming your Contact Center to a “Customer Engagement Center” is not an easy task. The biggest challenge is to move a contact center organization to better deliver on the customer experience from a people, process and technology standpoint while the following challenges are still valid.
We asked the question “What are the biggest challenges that the managers face in the Contact Centers?” to Contact Center Executives and we believe the answers are familiar to you:
- Agent Recruitment and Retention
- Agent absenteeism
- Agent engagement
- Doing More with Less
- Accurate Reporting
- Workforce Optimization
- Staff attrition
- Flat structures
- Inability to improve performance levels
- Increasing Customer Expectations
- Consequences of Bad Experiences are magnified
- Mandatory cost-cutting
- Poor first-call-resolution rates
- Poor integration of technology
- The proliferation of communication technologies
- Customer churn
- Finding Time to Manage
- Maintaining Peak Performance
- Taking Ownership of Problems
- Finding Solutions
These challenges cannot be handled and transform to a performance on a permanent basis without using a combination of experience, objective methodology, proven assessment tools and cutting-edge technology. We know that, a permanent performance cannot be developed and maintained by offering only «off-the-shelf» solutions, and we should offer much more to those clients with their unique needs.
Telephone Doctor Turkey is a Contact Center focus company who generates measurable and sustainable performance improvement across the Contact Center Industry. Founded in 1997, we are proud to be the most established and respected organization in the Contact Center industry, in Turkey helping to improve our clients’ performance -whether it be your people, your processes or your strategy.
As a member of PDR Group –the leading company in corporate training and management consulting in Turkey- Telephone Doctor Turkey is the leading provider of comprehensive resources for customer engagement professionals -- from frontline agents to executives -- who wish to improve customer experiences and increase efficiencies at every level of the contact center and want to move a Customer Engagement Center.