If you manage a Public Safety Answering Point, then you’re probably very familiar with Next Generation 911, or NG911. These standards, which are gradually being put into place throughout the country, are taking current, telephone-based 911 systems and upgrading them into fully digital networks capable of transmitting video, photos, and SMS in addition to audio.
Transitioning to a new network is never easy, especially when that transition must be seamless—in other words, 911 services can’t be down for any period of time while the switch from current, Enhanced 911 services to NG911 is being made. For this and other reasons, transitioning to NG911 is a daunting prospect for many PSAPs.
However, the many major benefits of NG911 systems make them well worth the trouble. Here are just a few of the reasons PSAPs should begin implementing NG911 capabilities sooner, rather than later.
Those who work in public safety know that despite cell phone location data, 911 dispatchers can’t always pinpoint a caller’s location. This is especially true for rural areas, which have their own set of challenges for 911 services.
For obvious reasons, this can present major problems. While many callers will be able to tell dispatchers exactly where they are, callers who are injured, disoriented, or traveling in a city or town they don’t know may not be able to give their location accurately. This can delay care, and in some cases, even make the difference between life and death.
With NG911, 911 dispatchers can transmit maps to first responders rather than giving them the location verbally. This can greatly enhance police or EMS’s ability to respond quickly and efficiently. In addition, callers to NG911 systems can transmit photos and videos, giving even more information about their situation to dispatchers.
The text-to-911 abilities that many PSAPs already offer have made access to 911 services easier for countless citizens with special needs. Before text-to-911, those who were deaf, hard-of-hearing, or speech-impaired had to use additional devices to communicate with 911. Now, they can reach the service on their phone, just like everyone else.
Text-to-911 is also highly beneficial for people in a number of emergency situations—victims of domestic violence, for example, or home invasions are able to communicate silently, which can be vital to avoiding further harm.
Another way NG911 can help is by making it quicker and easier to route calls to different PSAPs, should any one system become overloaded—as can happen during power outages or natural disasters. This reduces callers’ wait time, which in turn reduces call abandonment.
Consider this example: Vermont implemented statewide NG911 standards before it was struck by Hurricane Irene in 2011. When the hurricane hit, one of the state’s largest PSAPs had to be evacuated, which could have been disastrous for communities needing help.
But because NG911 systems were in place, 911 calls were able to be routed to other PSAPs throughout the state, and communications were not interrupted.
What NG911 benefits really boil down to is increased efficiency for PSAPs and the first responder agencies that work with them. Every photo, video, or text that provides a more complete picture of a caller’s situation not only makes response time faster, but also more appropriate.
The same is true of location accuracy and the ability to reroute calls to other PSAPs. When each call requires fewer resources—in this case, time spent trying to figure out a caller’s location or needs—dispatchers are able to handle calls more quickly, which can decrease the probability of a system becoming overloaded.
As for cost savings, while transitioning to NG911 generates a lot of costs up-front, the potential savings down the line are substantial. As noted in a 911.gov report, after switching to a statewide NG911 system, Vermont saved money by rerouting calls from a rural PSAP that fielded only 1 percent of the state’s 911 calls. Because it’s easy to share and transmit information between NG911 PSAPs, agencies and jurisdictions have the ability to make decisions about combining resources, if that’s something that makes sense.
At KOVA, we’re committed to staying on top of developments in technology. If you’d like to learn more about NG911 standards, visit our White Papers section to read about how NG911 is affecting dispatcher training. And if your PSAP is already making the transition to NG911, take a look at our public safety software solutions.
Sources:
http://www.911.gov/ng911_law/download/ng911_resize_mar2013_final_lr.pdf
http://www.911.gov/pdf/NG911-StandardsIdentificationAnalysis-jan2014.pdf
https://transition.fcc.gov/statelocal/NG911-presentation-4-22-2014.pdf
It’s not always easy to find the perfect balance between affirming agents’ rights to take breaks and recharge and ensuring optimal productivity for the whole center. The challenge comes into sharp focus when considering what to do with agent idle times. According to research done by the Aberdeen Group, 25% of an agent’s time is spent idle. What is the best use of this time when an agent is not helping customers or being coached? There’s no denying that some idle time is essential for employees to ward off burn out and ironically, be capable of giving more; however, if idle time is too high, it may just be a waste of resources, not to mention money.
To begin to address how to better manage idle time, a contact center must address how to better manage staffing in general. Pay attention to the rhythms of your organization. What are peak times? When are more agents needed? What are the scheduling blocks which are overstaffed? Can you find the sweet spot between having enough agents to meet customer needs but not so many that there is not enough work to go around? Fortunately, there are some great workforce management tools on the market, such as KOVA’s Verint Media Recorder. Your company can also look into whether a callback system would be a good fit to streamline the interaction between agent response and customer satisfaction.
It may not be immediately obvious how, or rather when, idle time is accruing. A survey by Knowlagent reported that most idle time takes place in less than three minute parcels. If you’d like to reclaim this time, it will have to be through assignments that can be broken down and attended to in short bursts. These assignments can be varied, ranging from anything from dealing with traffic from other channels, such as email, to reviewing training material. Agents’ efforts can be redirected to reaching out to new customers or collecting feedback from old ones. If the latter is done methodically, through a survey, it has the possibility of gathering some incredibly insightful glimpses into customers’ experience. Another option is to use the idle time to run a quiz circuit within the center, in which agents test one another on company history and innovations. This can be made especially fun with small incentive prizes, like KitKat bars or gift certificates to local restaurants. The spirit of wholesome competition can also be captured by sharing an excellent phone call or troubleshooting session with the entire team so that it can collectively learn and grow.
If these tasks can be made attractive to agents or somehow bolster the contact center culture, so much the better. The activity you design for idle time does not even have to be directly related to the work being done. It can also be an opportunity to practice working towards a shared goal. Contact centers jobs are often highly sedentary and at the same time, can be hard on the neck and shoulders. If your contact center culture wants to have healthy living and wellness as values, then perhaps the short breaks can be used to engage some gentle stretching or mindful breathing. If company values are centered around gratitude and self-reflection, maybe some of the idle time is used to journal or write a note of appreciation to someone else in the center.
Whatever you decide to implement, don’t be afraid to garner feedback from your agents. You may find that they themselves are feeling bored or would prefer to have some other activity. Including them in the conversation not only opens the gates for some unexpected inspiration, it recruits their commitment to the center’s success.
Though technological innovations can often raise difficult ethical questions and exist in a grey area, there is little contention or hesitation over their place in advancing public safety. Whether it is an elderly person who can reach out with the press of a button for help after a fall or a new mom who can get access to the most up-to-date research on vaccines, technology can act as a guardian and a bridge in those moments when it is most urgent that we be able to communicate. The ambulance dispatch center is no exception. Though once, it was a sparse space with one employee, a telephone, and some pen and paper to record data; today, it is streamlined, efficient, and highly sophisticated. Emergency medical services are able to deliver life-saving processes like early CPR and rapid defibrillation because skillful dispatchers and their electronic sidekicks are able to connect people with the help they need faster than ever.
Ambulance dispatch centers are not just transmitters of what they hear anymore, but also often serve a preliminary diagnostic function that may include assessing the degree of threat. Here, with the support of state-of-the-art Computer Aided Dispatch (CAD), the emphasis is gradually shifting from passing the call from the first call center to dispatch as soon as possible to being able to produce a clear picture of the nature of the emergency as soon as possible. Though there is still a high premium on speed, there is a paradigm shift that prioritizes an informed and intelligent response over a merely prompt one.
In place to do so is the detailed and thorough Medical Priority Dispatch System (MPDS), which assists the Emergency Medical Dispatcher (EMD) to produce a preliminary assessment of the patient. It incorporates the patient’s demographics, like age, gender, and weight, with the reported symptoms to yield a comprehensive data-based action plan. It is designed in such a way that it takes into account the worst possible case so that it is low in risk and high in preparedness. Peer-reviewed studies have shown that the MPDS system is effective and reliable. After its introduction at the London Ambulance Service, a 200% increase was evidenced in the diagnosing of cardiac arrest over a period of three years; similarly, seizure and stroke are also able to be caught and treated sooner. Finally, it has also been proven that those cases which the MPDS system deemed low risk were accurately gauged 99% of the time.
These leaps in diagnostic technology can save precious time. They can put the necessary tools in the hands of non-Advanced Life Support Teams (ALS) to enable them to identify a life threatening situation, or to recognize that the caller may be better served by drawing on a less emergency geared resource.
The direction ambulance dispatch centers are moving in is sustained by a superabundance of data. Supervisors of dispatch centers that once might have strategized amidst maps on walls and heaps of paperwork now rely on CAD systems and savvy software applications. Further developments are focused on better integrating geographic information systems (GIS) applications into CAD software. In the past couple of years, GIS applications have grown to provide not only key cross streets or directions but vital bits of information like the location of fire hydrants, building blue prints, and unique features of the landscape. Incorporating GIS into CAD software will lend itself to a much more user friendly experience.
In addition to nuanced maps and diagnostic aids, ambulance dispatch centers not also have at their disposal – real time feedback, more organized records and notes, and better synced files between EMS, hospitals, and personal medical files.
A more resourced and connected dispatch center is key to emergency response. As the tools at hand become more nuanced and intuitive, it is important that we also be able to provide the training and upgrades to know what is possible and how to execute it in a way that helps save lives. The traditional concepts of the “chain of survival” and the “need for speed” are still valid; however, our ability to build on them is evolving.
Managing a contact center, or even working the phones, can be an art and a science. At its heart is cultivating good relationships with customers, but it can also be a process in which one has to learn how to juggle numbers, human needs, and technical intervention. Like any discipline, it requires continuing education and fine tuning. For the manager or agent who is interested in refining his or her own craft, the following are a few highly recommended books from experts in contact center operations and customer service.
Inspired to hit the library yet? It’s not just about doing your homework; reading up on industry standard, blazing new connections, and exploring theories of what works and doesn’t can help you be a better employee, a better boss, and a better team player.
Have you been wondering what exactly VDI is, and why IT keeps recommending it? VDI stands for Virtual Desktop Infrastructure, and just in case you’re really lost – IT stands for Information Technology. Virtual Desktop Infrastructure, in short, untethers the whole desktop complex (operating system, apps, saved files, preferences, and security profile) from its physical home in various devices, whether they be PCs, iPads, androids, laptops, etc.) and anchors it in a virtual hub that runs on a centralized server in a data center. This enables and empowers users (and managers and agents) to access their programs and files from any device that’s connected to their network.
It’s not hard to imagine what a radical move this is. It can be a game changer for a business’s efficiency, flexibility, and cost savings, not to mention culture and connectivity. Building on the client/server architecture, VDI can lead to financial relief in both capital and operational expenses (CAPEX and OPEX). One can also imagine savings in these areas being redirected to foster employee satisfaction through greater flexibility in scheduling and the option to work from home.
Desktop virtualization has two possibilities. The virtualization can be sourced at the host (i.e.: data center) through a single image being transmitted to all users, also known as a “thin client,” or at the host through multiple images to users. This is also known as the difference between “persistent” VDI and “nonpersistent” VDI.
In the persistent VDI frame, every user has his or her own desktop – sometimes referred to as a 1:1 ratio. Nonpersistent desktops, on the other hand, are many-to-one, or shared among end users. Each one has its pros and cons in terms of storage, supervision, and personalization.
With persistent VDI, every desktop is driven by a separate disk image. The user’s preferences are saved and show up each time at login. Obviously, this system accommodates more customization; however it also demands more storage and backup, though recently, there are more products and features on the market that address these concerns. Persistent VDI is generally interpreted as more user-friendly since its setup most resembles that of a physical desktop.
With a nonpersistent desktop, a user’s settings or data are not saved once they log out. When a session ends, the desktop returns to its initial state. It’s simpler for administrators to edit and fine tune the image, not to mention back it up and send it out, since all nonpersistent desktops are products of one master image. The downside is that users can’t personalize their own desktop settings or add applications. The upside is this arrangement does make the image more secure and less heavy in terms of storage.
There’s no doubt that VDI is a new and exciting development. It has already begun to be put into application by a few major companies such as HP, IBM, MS, VMvare, Citrix, and SUN. Also, Smarkassen, the German savings banks’ financial group, enjoyed great success with it – launching over 100,000 thin clients with VDI. Though new, there is enough data to suggest that it is a solid tool for businesses to engage.
Time is precious, and no one wants to spend it listening to a recording repeat, “Your call is important to us” with interludes of elevator music. It’s possible that contact centers may discover some ingenious ways of entertaining customers during wait periods that don’t trigger feelings of helplessness and frustration; perhaps they will provide snippets of ted talks or slam poetry or short stand up comedy routines. Maybe they will even design menus that allow customers to choose their ideal genre of content, with the relish one reserves for in-flight entertainment. But, it’s also possible that most folks don’t want to mix their love for great media with troubleshooting their new printer, or asking about why their bill seems to have doubled in price. It’s the same reason that (usually) customers don’t want to talk to agents about their golf game or their fear of spiders.
Most customers dialing a contact center are already a little agitated, impatient, and concerned. When they are then put on hold for an extended period of time, tempers can flare and trust in the company’s capacity to adequately meet their needs can sink. So, until waiting for an agent can become its own form of delight, there is the alternate solution posed by call back systems. Call back systems for contact centers can preserve the professional image of a company while appeasing consumers’ irritation. If your contact center is routinely finding itself swamped with calls, or if there are peak times of the day or year in which wait times skyrocket, a call back system may be the ideal supplement to bridge the gap.
How does it work? If and when customers call and agents are unavailable, the system saves the callers’ phone numbers and assigns them an appointment, or a time when someone will get in touch with them. Notwithstanding highly complex situations, the system can be depended on to improve first contact resolution (FCR) as well as overall customer satisfaction, which according to the 2012 US Contact Center Decision Makers Guide, which polled 210 contact center managers and directors, was the top metric – with 59% of those surveyed reporting that it was now more important than ever. Second in importance was the FCR rate, coming in at 47%.
In addition to the boost in key metrics, imagine a call back system fitting in neatly with SMS marketing. The two can have a symbiotic relationship in which texts can be used to inform customers of their assigned time as well as to alert them to new offers and limited time deals. Though it is important not to overstep boundaries, the platform can serve as a potent form of communication.
It’s true, setting up a call back system can raise costs; however, in the long view, it’s a great investment as it has the potential to convert customer anger into customer gratitude. With that turn, agents will also be less stressed, and business and client can bring out the best in one another instead of gritted teeth and muttered curses. It’s only a matter of time before the decrease in resentment translates into an increase in savings, whether that be in the realm of a lowered attrition rate, efficient operations, training costs, or simply - customer retention.
It should be said that a call back system will work best, as any tech solution, when it is integrated with other tools, such as live chat and coherent interactive voice response, or IVR. The important thing is to be able to offer customers options and flexibility within a well-anchored infrastructure.
Workforce optimization, or WFO, is a key avenue through which businesses increase efficiency, customer satisfaction, and employee growth and development. If it feels like another fancy shell of a term, think again. Through the lens of WFO, contact center owners and managers are able to approach their center’s productivity objectives and functionality challenges with a statistical and synergistic intelligence that helps make sense of numbers and yields real world results. It has been said that mastery requires feedback. In the field of workforce optimization, this feedback can be delivered through a host of programs - such as call recording, screen capture, speech analytics, reporting, coaching, and quality management.
Every contact center has unique needs, and the winning formula for one’s ideal ROI may not work for another. Oftentimes, the best packages of tools will be those that meet a business where it’s at while also anticipating its evolution. The ideal solution will also allow for the various WFO tools to overlap with one another and compare notes. For example, if there is automated communication between the different components, this will be a great asset no matter how big or small the company. Imagine the seamless and continuous progress as a software program orchestrates coaching sessions between the supervisor and the agent while also recording all relevant data and projecting a follow-up. Such integration saves both time and money. It also helps a contact center stand out in its industry while allowing it to direct its resources to long term goals.
One major consideration when in the market for WFO is whether to opt for cloud or premise based solutions. Both have their advantages, but whether they fit a particular contact center will depend heavily on the systems it already has in place, as well as on its funds and priorities. Cloud can be counted on for a swift launch, affordable upkeep, and versatile design. It keeps data secure and has been a valuable asset for many startups, mid-market brands, and innovative companies. Premise, on the other hand, is a little weightier and puts you in the driver’s seat through manual upgrade procedures and controls in respect to both safekeeping and data collection.
If you find yourself leaning in and eager to capitalize on the many offerings of workforce optimization, you may wonder when the ideal time is to perform these surveys and synch up these different branches of customer service and professional interpersonal relations. The low hanging fruit, of course, is whenever you can afford it; however, the long view advises that it’s prudent to put this software into action a quarter before your busiest season. That way, its inferences and support can be harvested and put to good use when the team is stressed and needs a little extra guidance. This strategy also allows you to test new methods without too much pressure.
It’s important not to underestimate the power of workforce optimization. Many in-house contact centers are running on outdated or loosely developed hardware without the competitive edge of a brilliantly thought out WFO program. It doesn’t require an outstanding budget to take a step forward; a cloud solution can be a simple and easy way to advance your center. With Subscription-as-a-Service, you can get the technology you need without the bill you can’t pay.
The ultimate genius of workforce optimization, though channeled by a group of savvy techniques, is the investment into the core of a contact center – its employees. The employees are the guardians of customer service and their competence, collaboration, and capacity to refine their craft makes all the difference.
To keep track of your employees' performance and activity consider using the Verint Media Recorder Workforce Optimization suite to benefit your business and help you get all the answers to your questions.
When communicating with others we are not just communicating through words that are spoken - our bodies send messages and signals too. Body language is actually something that is biological. Humans and animals all share similar body language expressions. Across cultures, everyone smiles, including babies, before they are even taught what a smile is. Animals can smile too, and yawn like humans when they are tired or bored. So it shouldn’t come to a surprise that basic body language (smiling, crying, yawning, etc.) is something that everyone is born with.
But body language goes deeper than just the basic emotions. To make the most of contact center management, it’s vital that body language can be understood and used as a tool to communicate better.
Identifying Attitudes
Sometimes when sharing an idea, you may get agreement from someone on the idea, but you may have an inkling that they don’t really mean what they’re saying. In many cases when this happens, it’s because our minds are reading their body language along with what they say, and our minds can establish deeper meanings behind the words due to that body language. You know the saying “actions speak louder than words,” and in this case, the action of expressions or gestures will let you know how they may honestly feel about something. That’s why it’s important to be able to read body language, because it can help with addressing certain issues and can give you a better insight on how someone feels.
Communicating
Body language is all about communicating, but it’s important to understand how you normally communicate with others. Are your arms always crossed? Do you shift your weight from side to side? Most of the time people are oblivious to their own body language because they don’t see it; it’s usually a habit that they are comfortable with. But sometimes your body language can be sending out signals that you don’t mean to send out, which in return can explain why some people respond to you the way they do.
To address what certain body gestures mean, look at the list below to help you identify how others may feel in the workplace.
Disengagement
When others are disengaged, it’s easy to see, and every once in a while that disengagement can come from call center managers. Most of the time people will be looking down, or in other directions, they may be fidgeting with something, arms will be crossed, and if sitting they might not be sitting all the way up in their seat (slouching).
Upset
Besides tears and a frown, there are many nonverbal cues that hint someone is upset. They can be looking down and avoiding eye contact, giving soft-spoken answers, changing the topic, tensing their muscles (fists, legs, etc.), and they may have a flushed (red) face.
Lying
Lying can be easy to spot when you know the body language signs of lying: little eye contact or rapid eye movement, change in voice pitch (usually higher), constant fiddling with something, flushed face, and their breathing rate increases.
Attentiveness
When someone is attentive it is very obvious because they will: sit up straighter, maintain eye contact, listen, sit still, and lean forward.
Want to improve how you perceive feedback and communication from customers for your company? Check out Kova’s Enterprise Feedback Management software. This software will allow you to get a complete understanding of what others think of your company and its products and services. By getting a complete report of your customers’ feedback, it will make it easier for your company to address any concerns and help to improve your company’s performance.
Leadership is one of the fundamental building blocks of every business/organization. Without leaders, the businesses and organizations we have now wouldn’t exist. But what makes a true leader? Is a leader someone who has a vision and works with their team to establish that vision? Yes and no. A leader is much more than that. They are a mentor, the glue that keeps a team together; they don’t necessarily have to lead all the time.
It’s important as a call center manager to be able to effectively lead your team.
Vision
Let’s begin with the basics of leadership—a vision. All leaders in some way have a vision, and visions can vary across the board. Whether it’s a vision about their business and its customers, or one about the internal affairs of a business, every leader has a vision in mind that they want to strive towards. What comes next is a team.
Team
Leaders would be nothing if they didn’t have a team working with them. Now, that doesn’t mean that the leader just oversees their team and delegates assignments in order to reach the vision they have in mind, but the leader must cooperate with their team and work together. Sometimes in certain instances the “head” leader will not always lead, someone else may step up. In these cases those leaders are called “situational leaders” because they are leading due to certain situations, and are better suited to lead during that specific time.
Communication
Communicating with their team is the sure-fire way that a leader can hear the wants and needs of their team. If any adjustments need to be made for a certain setting, in order to create a productive atmosphere, the leader will find this out through effective communication. The leader can talk face-to-face or administer a survey, but a way to ensure the leader will get feedback from their team is by showing that they are invested in their team. This is why communication is so important; numerous business/organizations have had problems due to a lack of communication. Communication is key.
Potential
Realizing the potential in others is something that can be overlooked by leaders since it isn’t something at the forefront of everyone’s minds. But helping team members see the potential they have and the impact they have on their team as a whole will strengthen the team. Leaders should want to be a mentor and help their team members to exercise the abilities they have. Even if it’s an area that a team member may be lacking in, a leader should want to help them improve in that area.
Problem Solving
The truth isn’t always pretty, and when it comes to leadership, the truth is something they will deal with on a daily basis. A leader must be able to face the truth, no matter how hard it is, and be able to help their team fix whatever problem arises. They must be able to think quickly on their feet to get their team headed in the right direction to fix what needs to be fixed.
Want to improve how you lead in your company? Check out KOVA’s Verint Media Recorder Workforce Management software. This software can help you communicate with others in your business, or on your team, more effectively. It can also free up some time so you can coach some of your team members, in order to help them strengthen their abilities.
At a contact center, it can be really tricky to know how to tailor your customer service for all ages when you can’t see your caller. Still, there are a few tricks to delivering an exceptional experience every time, depending on what generation your caller belongs to.
Baby Boomers are completely misrepresented in the media. They’re constantly seen as doddering, old, and out-of-touch; instead of being seen as wise, many are treated like children by those younger than they.
The first step to delivering superior customer service to Baby Boomers is to assess what they already know: ask how familiar they are with your services and products. This will help you avoid insulting a retired software engineer by asking her if she turned on her machine. This will save both of you time and allow her to show her knowledge so you can tailor your instructions to her needs.
This generation gathers information through relationship-building and responds well to manners and protocol. Speak with a smile and refer to your caller by Mr. or Ms. Smith instead of Bob or Nancy to make them like and trust you more quickly.
You should also consider using KOVA’s Audiolog for Contact Centers to record your calls. This software, created especially for call centers, allows a simplistic platform to record, evaluate and archive calls. These calls can be selected on-demand, and its search and retrieval functions are unparalleled. This means that after any difficult Boomer caller, your representatives have a full arsenal of case studies to evaluate what went wrong and what you can do better.
Generation X has been called the “Forgotten Generation,” because of its lack of a cohesive identity. This demographic is reaching middle age and enjoys receiving instructions through multiple channels: cable, digital video, apps, and websites are all popular. Over 75 percent download or stream video online at least once a month. To leverage this characteristic into a great customer service experience at your contact center, try to make your website as useful as possible; you can include YouTube videos explaining common errors, an app to report bugs or text with a representative, and even create pictorial guides to using the product.
Out of all living generations, this one also has the most capital to spend. Still, as they reach middle age, Gen Xers have more expenses and are trying to save money for their children’s schooling, purchasing a home, and saving for retirement. Avoid upselling additional services to the Generation X client, because it will seem overly promotional and phony.
Appeal to Generation X’s desire to provide for future generations and their need for stability with branding that associates your product with lasting value, security, and protection. Most of the Gen X crowd work to live rather than live to work. Use your social media channels to show them how your product makes their lives easier and more fun.
Millennials go by plenty of names: Generation Y, the Me Generation, Gen Selfie… they were raised with a bottle in one hand and a screen in another. They’re used to quick responses, personalized results, and new technology. Perhaps the best way to make a Millennial enjoy your customer service is to make them feel heard and respected—to do this, give them a way to provide feedback through Customer Experience Survey Software.
Millennials use their mobile phones as their primary device for the web, and they’re more likely than other generations to research a problem before calling in—in fact, many Millennials don’t feel comfortable on the phone. As such, it’s vital for contact centers to optimize their websites for mobile viewing and to post in-depth tutorials for common errors on their sites.
Because of this age group’s discomfort with phone calls and preference for on-demand service, you should prepare your staff for some difficult calls. Do this engaging in role play activities, providing extra training workshops, and having a chain-of-command in place for when a Millennial asks for a supervisor.
Here at KOVA, we want to help you deliver great customer service for all ages. Contact us today so we can help you tailor your contact center’s customer service experience to your target demographic.
