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Customer experience is key to call center success

Companies that regularly view their call center services from the customer's perspective are more likely to have a strong reputation for quality service.

Organizations that want to improve their call center operations may need to develop an outside-in approach focused on developing quality customer experiences.

As TechTarget reports, companies that regularly view their call center services from the customer's perspective are more likely to have a strong reputation for quality service. This approach has been especially helpful in dealing with the large number of new channels available to consumers. How firms handle the transition of requests across email, social media and phone calls can make a big difference to frustrated customers.

"A customer starts a conversation on Twitter, then goes to the web, then calls or walks into a retail store," industry analyst Art Schoeller told the source. "The tough question is, how do you link all those?"

Companies can further improve the customer experience by using call center incentives to encourage quality service. These initiatives reward employees for going beyond the call of duty and create an office culture with a customer-centric focus. Recognizing strong performance or consistency is an easy way to excite employees, creating enthusiasm and engagement.

Taking the time to view interactions from the customer's perspective can smooth service issues, which may increase brand loyalty and lead to higher sales.

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