Tymphani E-Book PDF

TABLE OF CONTENTS 2

Foreword 3
4
Chapter 1- Acting on Evidence with Key Performance Indicators 5
Aligning Key Performance Indicators with Business Objectives 6
KPIs in Conflict with Business Objectives 7
Key Performance Indicators to Measure
Video

FOREWORD

A call center has always been asked to wear multiple hats. From call to call, the representative must act as a salesperson, grief counselor, cashier,
account manager, customer service specialist, friend, administrative assistant, and brand ambassador—often simultaneously.

Creating an engaging customer experience is a tough job, but somebody has to do it.

customer service in the 21 century and inspire solutions that lead to real results. As the introductory 101 course, this ebook begins our study with
a review of fundamental strategies for a successful call center in any industry. We tackle salient issues in customer service like new
technologies, performance monitoring, social media, and personnel management in a direct and actionable way, so that you can quickly
implement these ideas and see results.

Everything in a call, from beginning to end, can be recorded, measured, and quantified. In Chapter 1: Acting on Evidence with Key Performance
Indicators (KPIs), we take a bird’s eye view of customer interaction by breaking down each call into a series of numbers and statistics. With these

KPIs and how to improve your scores.

The following chapter, Social Media Customer Service, addresses the elephant in the room. The customer experience is happening online more
and more, and the call center must adapt to these changes or be left behind. We discuss essential strategies to managing a social media account
for your business as well as provide a brief overview of some of the most popular channels.

Call Center Scripts to Match Your Business Objectives
rigid and prescriptive, while others are more free-form. Both have their place, and this chapter helps identify the when and where for each.

Our ebook concludes with Chapter 4: Surefire Ways to Improve Call Center Job Satisfaction. Up until this point, we have been
discussing aspects of the customer experience and personnel management, but now we back up to address the personnel

Learn how to keep the team alert and engaged in this chapter.

Contact Center Strategy 101 will empower you with the knowledge to establish baseline principles and policies designed

CHAPTER 1

ACTING ON EVIDENCE WITH
KEY PERFORMANCE INDICATORS

Aligning Key Performance Indicators with Business Objectives

never truly done. From here, you must experiment and refine the existing policies to further optimize your KPIs, drive more
sales, and improve your rapport withclientele. Remember, success in a call center is not merely about customer
service—it’s about the preparation and planning involved in delivering a great
experience.

As technologies are refined, strategies are developed, and your company grows, new challenges will inevitably present
themselves. Whether or not your call center overcomes these obstacles is a matter of preparation. Construct a clear road-
map for the future. Then use that roadmapto maintain an environment that predicts and accounts for the changing nature
of the customer service industry.

Author, salesman, and motivational speaker, it best when he said, "... to be a winner, you must plan to win,
prepare to win, and expect to win." This is not an empty platitude. It rings true.Just as Zigler describes,plan to win with a
tested call script and accurate KPI tracking. Prepare to win with social media training and a motivated team.

Finally, expect to win.Your preparation and planning has made it possible.

Future releases in the Call Center Strategies series will dive deeper into the concepts outlined in this ebook. From wording
choices and closing lines in call scripts to the nuances of online customer service, the Call Center Strategies series will
continue to equip you with the knowledge and skills to take action and find
success in your call center.

KPIs in Conflict with Business Objectives

A call center has always been asked to wear multiple hats. From call to call, the representative must act as a salesperson, grief counselor, cashier,
account manager, customer service specialist, friend, administrative assistant, and brand ambassador—often simultaneously.

Creating an engaging customer experience is a tough job, but somebody has to do it.

customer service in the 21 century and inspire solutions that lead to real results. As the introductory 101 course, this ebook begins our study with
a review of fundamental strategies for a successful call center in any industry. We tackle salient issues in customer service like new
technologies, performance monitoring, social media, and personnel management in a direct and actionable way, so that you can quickly
implement these ideas and see results.

Everything in a call, from beginning to end, can be recorded, measured, and quantified. In Chapter 1: Acting on Evidence with Key Performance
Indicators (KPIs), we take a bird’s eye view of customer interaction by breaking down each call into a series of numbers and statistics. With these

KPIs and how to improve your scores.

The following chapter, Social Media Customer Service, addresses the elephant in the room. The customer experience is happening online more
and more, and the call center must adapt to these changes or be left behind. We discuss essential strategies to managing a social media account
for your business as well as provide a brief overview of some of the most popular channels.

Call Center Scripts to Match Your Business Objectives
rigid and prescriptive, while others are more free-form. Both have their place, and this chapter helps identify the when and where for each.

Our ebook concludes with Chapter 4: Surefire Ways to Improve Call Center Job Satisfaction. Up until this point, we have been
discussing aspects of the customer experience and personnel management, but now we back up to address the personnel

Learn how to keep the team alert and engaged in this chapter.

Contact Center Strategy 101 will empower you with the knowledge to establish baseline principles and policies designed

Key Performance Indicators to Measure

never truly done. From here, you must experiment and refine the existing policies to further optimize your KPIs, drive more
sales, and improve your rapport withclientele. Remember, success in a call center is not merely about customer
service—it’s about the preparation and planning involved in delivering a great
experience.

As technologies are refined, strategies are developed, and your company grows, new challenges will inevitably present
themselves. Whether or not your call center overcomes these obstacles is a matter of preparation. Construct a clear road-
map for the future. Then use that roadmapto maintain an environment that predicts and accounts for the changing nature
of the customer service industry.

Author, salesman, and motivational speaker, it best when he said, "... to be a winner, you must plan to win,
prepare to win, and expect to win." This is not an empty platitude. It rings true.Just as Zigler describes,plan to win with a
tested call script and accurate KPI tracking. Prepare to win with social media training and a motivated team.

Finally, expect to win.Your preparation and planning has made it possible.

Future releases in the Call Center Strategies series will dive deeper into the concepts outlined in this ebook. From wording
choices and closing lines in call scripts to the nuances of online customer service, the Call Center Strategies series will
continue to equip you with the knowledge and skills to take action and find
success in your call center.

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