Manage business contacts for Sport organisations

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- Business is up, but so are your customer service demands, and they wanna reach out through more than just phones. (upbeat music) It's all good, friend. In this video, we're exploring six game-changing goals to hit that'll help you propel your contact center to success. First, for anyone who doesn't know what contact center management is, contact center management is the way a business manages the daily operations of its contact center workforce in order to accommodate omnichannel customer journeys. And if you're like, "Yeah, that's great, but what does omnichannel mean again?" Pause this video, follow the link in the description to a place where you can learn more about omnichannel contact centers, and then y'all come back now, you hear? To this year video. We all ready now? Let's get on and get to those six milestones. First thing you need to do in your contact center management journey is listen, learn, and gather data. Listen to your call recordings, learn from agents, team leads, and business leadership. Gather the data you need for your contact center strategy. Once you've done this, you're ready to move on to your next stop, empowering your team for inbound calls and digital channels. Yep, I said digital channels, because more than likely your customers wanna be able to reach you in more ways than once. As a customer, I personally like to chat with companies, and I'm not alone. ing to recent survey by BankMyCell, 75% of millennials avoid phone calls, citing they're too time-consuming. So depending on your customers, you may want to include a few of these digital channels along with calls. Chat, texts, WhatsApp messaging, social media, email, even live video and screen sharing. While working out which channels to support, be sure to consider your staff's roles in your contact center too. Think about creating an organizational chart to paint a clear picture of who handles what, because your structure will be much different than it was for solely inbound calls. Once you figured out the best digital channels for your business and how to manage them, you'll be ready for this next move, reporting on all customer interactions. In an omnichannel contact center, having all your voice and digital channels in one place will be a game changer. And to keep leveling up, do further reporting. (tone dinging) Find out which channels get used most, where support tickets come from, where most sales come from, and with info like this, you can prioritize, keep performance indicators and double down on the channels that matter the most. Next, milestone four. Set KPIs that focus on customer satisfaction. Everyone close your eyes with me. Are they closed? Imagine you're reaching out to a business as a customer. What kind of experience would make you happy? That. You can, you can open your eyes now. That is the type of experience you can give to your customers with the right KPIs. Wanna know five of the most powerful and common KPIs out there? Comin' right up, just follow that blog link in our description after I tell you about these two last milestones. Our next to last stop, review agent performance and make changes. Ask yourself these questions. Do you have enough team members? Are your team members in the right places? Does the data show one thing and agents report another? When you find patterns and repetition, feed this back up the chain of command so issues are addressed early, and make sure to share with employees too. Part of contact center management is ensuring good employee engagement and great employee experience. You know what else is great? (bright music) We've arrived at our last stop. Ladies and gentlemen, welcome to strive for continuous improvement. For your safety and the safety of those around you, please remain seated with your seat belts fastened until the end of this video. Did you hear that? The last stop is strive for continuous improvement. Okay, I need you to say this next part with me. You will always look for new ways to improve your contact center operations. That's your new mantra. If you're collecting customer and agent feedback, setting triggers and alerts for analytic fluctuations, consulting with senior management on company goals and conducting mystery shopper exercises to identify growth opportunities, you'll be good, friend. You won't fall behind the competition. By the way, if you're in the market for a new contact center solution, check out how thousands of companies level up with Nextiva, and look at that. You now know all about six major milestones to hit when it comes to managing a contact center. Wanna learn more? Dive deeper via the blog link in our description. Have another business communications question? Ask in the comments. And as always like, subscribe, and stay tuned for the next vlog powered by amazing service. Until next time. (upbeat music continues) In this video, we're exploring six game changing goals to hit that you'll, mah. Let's get on. No. For your context and your contact center strategy. Strategy, strategy. Think about creating an organiz... Part of contact center management is ensuring good (sputters) And conducting mystery shopping ex... (groans)