Article Marketing / Communications 2 min read
Wednesday Buzz: First Impressions in Customer Service
When dealing with concerns, complaints, or questions, a new study highlights the importance of immediate resolution. Plus: a source of inspiration that could suplex your social strategy.
Heads up: this content is over 5 years old, so some information may be out of date.
CMSWire contributor Jose Alvarez takes a look (opens in a new tab) at a recent Contact Center Satisfaction Index (opens in a new tab) (CCSI) from the CFI Group (opens in a new tab) to see how customer service has performed in recent years.
“So what do customers want? Connection,” Alvarez writes. “The study emphasized that contact centers need to personally connect with customers rather than forcing them to deal with machines. Customers reported 40 percent higher satisfaction when they interacted with people as opposed to automated systems.”
And how can your organization create those valuable connections? Through the swift resolution of member, volunteer, and staff queries.
“One of the best ways to improve customer satisfaction is to resolve questions or concerns promptly,” Alvarez notes. “CCSI scores were 15 percent higher among respondents who had experienced First Contact Resolution (FCR), which means their question or concern was resolved on the first call with a live agent.”
Presentation Sessions of the Day
Microsoft is revamping its collaborative software tool SharePoint (opens in a new tab). And if your organization happens to depend on any of its functions, it may be worth traveling to the upcoming Microsoft Ignite event, where the platform’s new functionality will be explained at length across multiple breakout sessions (opens in a new tab).
Other Good Reads
When it comes to social media inspiration, you may want to turn to the WWE. Wait … what? As it turns out, the wrestling juggernaut has seen explosive social growth over the past year, as reported by Adweek‘s Adam Flomenbaum (opens in a new tab).
Looking for an association-relevant read? Tony Rossell (opens in a new tab), senior vice president at Marketing General, Inc., recommends The Membership Economy: Find Your Superusers, Master the Forever Transaction, and Build Recurring Revenue (opens in a new tab) for those looking for the latest membership insights (opens in a new tab).
How many Americans actually volunteer, and how can nonprofits create an environment that allows that number to rise? VolunteerMatch’s Shari Tishman (opens in a new tab) explains all in this blog post (opens in a new tab).
(Lucky_Guy/ThinkStock)
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