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
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Customer Number 2001
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Automation
Jane
1101 Michigan Ave.
Logansport
IN
46947
678-527-5400
785-44-1234
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Date: 08/08/08 OpenSpan Real-World Scenerios
Hour: 19:34
Account: 2001
Status: Closed
Credit Cards: Visa/MC: Y Discover: N
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Merchant ID: 2382-001
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Contact: Jane Automation – Service Cloud Console
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Jane AutomationHome OpenSpan
Credit Card2382-8501-4510-3891
Credit Score785
Jane Automation
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Jane Automation
703-654-9875 52
Gary Goldstandard
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Jane Automation
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Automation
Jane
2001
785-44-1234
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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
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CUSTOMER INFO
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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
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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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