• Are there ways your contact center agents could expand their knowledge in order to create what I call “situational empathy” when talking with customers? While the contact center challenges of a massive organization like Hyatt are likely amplified beyond what you’re facing yourself, the way that company has gone about overhauling its contact center recently is, nonetheless, instructive. White: Undoubtedly it’s our new effort to have contact center colleagues experience the hotel like a guest. Solomon: How do you measure success in the contact center? We are now asking, “are we doing it the right way?” or “are we creating the right experience?” vs. “did we hit a specific target percentage or metric?” Service and care are more important than sales numbers.
Source: Forbes January 18, 2020 20:56 UTC