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< p > customer service is no longer an operation cost for today's < a target= "_blank" href= "http://www.91se91.com/" > clothing /a > enterprise, and has become an important competitive advantage of you.

In order to make full use of this strategic asset, enterprises must rethink the service content they provide to individual consumers and enterprise customers.

For today's enterprises, customer service is no longer an operation cost, and has become an important competitive advantage of CYE.

In order to make full use of this strategic asset, enterprises must rethink the service content they provide to individual consumers and enterprise customers.

In the face of more and more customers who are proficient in technical knowledge and requirements, enterprises need to pform your customer service commissioner to the Commissioner of technology, respond to consumers' "do it yourself" demands, and provide enhanced technical services to important business customers.

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< p > nowadays, enterprises are facing great challenges in the field of customer service, because customers are more and more proficient in technical knowledge, and their requirements are higher and higher.

All the individual consumers want to install their own devices, repair malfunctions and solve problems, as long as you can guarantee 7 days a week, 24 hours a day to provide technical support at any time.

Enterprise customers have set up their own technology department, and hope to get higher level services provided by your technical support department.

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< p > however, both individual consumers and business customers require you to have well-trained and skilled staff so as to provide support when they need it.

With the increasing variety of new products, its complexity is getting higher and higher, and the requirements for front-line employees directly facing customers are getting higher and higher.

Customer churn and the decrease of order amount also cause enterprises to use interactive sales and upgrade sales to relieve this dilemma.

And these new processes make enterprises face heavy pressure in improving operational efficiency.

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< p > unfortunately, the role of traditional call centers in customer service has been very limited.

More than 30 years ago, the purpose of setting up such departments was to answer customers' questions, but now they are too backward and have no advantage in today's environment.

Why? First, this kind of call center is based on how much cost savings, rather than how much value is created to measure the performance of employees, and this result is to regard customer service as a "mainstream" point that must be compressed as much as possible.

Secondly, these call center's customer support commissioners are usually lack of technical skills and necessary training, not only can not satisfy customers, but also can not help enterprises to increase their income.

Again, the call center is usually an independent department, and does not relate to other departments, which also hinders the overall productivity of enterprises and the increase of sales revenue.

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< p > what can be done to solve these problems? Many first-class enterprises are redefining what is good customer service.

They pformed the traditional call center into an advanced "contact center" and replaced the original customer support Commissioner with "virtual" technical service personnel.

Because of the upgrading of these business capabilities, enterprises can make full use of their customers' rich technical knowledge.

For example, some companies have adopted strategies to enable customers to install their own devices and solve problems themselves.

This practice not only reduces the company's operating costs, but also improves customer satisfaction - this is particularly evident in the rapidly growing technology services industry.

For corporate customers, some companies use "enhanced services" to catch important customers.

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< p > < strong > Customer Service Commissioner pition to technical Commissioner < /strong > < /p >

< p > we all know that it is not enough for an enterprise to provide only good products or services.

The experience that your customers get from these products or services is good or bad, depending on participating in the whole customer lifecycle management.

Nowadays, many enterprises hope that the customer service department can afford to play a more strategic role.

In the past, due to the lack of communication and cooperation between call centers and departments such as product development, engineering, sales, marketing and technology, enterprises lost many opportunities to increase productivity and sales revenue.

In order to solve this problem, many first-class enterprises have set up a department called "contact center". Its role is far more than answering customers' calls.

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< p > contrary to isolated call centers, liaison centers are not operated independently, but are integrated with several important functional departments to provide customers with accurate information about products, services and promotions in a timely manner.

In order to better serve the customers with rich technical knowledge, the contact center adopts a variety of customer communication channels, not only to answer the phone, but also to provide online interactive support and answer questions through network dialogue.

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< p > in the selection of employees for the contact center, first-class enterprises, especially those in the service based high-tech industries, have explored a whole new approach.

Today's customers hope that when they call, they will come to answer professional and technical personnel who can help them solve problems quickly and efficiently.

Previous call centers employ a large number of customers, but lack of technical knowledge of customer support commissioner can not meet this requirement.

Moreover, contrary to the traditional call center, the contact center needs a small, highly skilled and highly specialized service team.

These teams must solve specific problems encountered by customers in such areas as technical support, sales and payment, or solve specific problems related to certain products.

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< p > before, only the technicians who participated in the field work had the actual technical knowledge. Such employees were regarded as the top group in the technical support staff.

As enterprises will send them to solve the biggest problems for their customers, it is necessary to carry out the most in-depth training for them, and the on-site work experience also enables them to have the best CYE knowledge in products or services.

Now, many enterprises realize that if the customer support specialist is trained as a "virtual" technician, it will not only save costs, but also improve customer satisfaction and make their products different.

In a technology based industry, if the company takes this step more than its competitors, it is equal to catching the advantage of the a href= "http://www.91se91.com/news/index_s.asp" and the competition less than /a.

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< p > however, it is very difficult to cultivate a "field technology" culture in the traditional call center.

Many managers are struggling to learn how to do this, and in the process of working for our customers, we have summed up the following proven strategies in this regard: < /p >

< p > 1, providing clear and practical knowledge to the customer support specialist.

The present knowledge management system software can help the customer support the Commissioner to find the right solution quickly under the simulated customer help environment.

However, many enterprises that invest heavily in this area have not been able to adapt the knowledge stored in the system effectively according to the needs of customers.

Although no solution is universal, the enterprises that can take direct feedback from customer service technical specialists and integrate them into the solution plan will generally be more satisfied with their knowledge management system, and will also be able to use these systems more efficiently.

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< p > 2, establish a learning lab in your contact center.

By abandoning the traditional classroom teaching mode and adopting the personal guidance from the on-site technicians and the training of specific knowledge related to the products, your customer support specialist will have a more intuitive experience for the products they provide support services.

The learning labs are usually a href= "http://www.91se91.com/news/index_c.asp" > Enterprise < /a > internal training personnel and external training institutions choose the formal training of the heart water location, and the customer support officers are able to carry out "self-study" in the rest space.

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< p > 3, one of our customers, a company running telecommunications business, has adopted the newest learning laboratory in its largest contact center, so that the customer support specialist of the contact center can test the equipment exactly the equipment used by the customers they serve.

Now, the company is also working with local community colleges to provide recognized quality night training courses and a library with complete collection of books.

As a result, the morale of employees and the productivity of enterprises have been greatly improved. The rate of customer support Commissioner turnover has also dropped a lot, and the rate of promotion has increased by 30%.

Obviously, the company's investment in human resources has been properly rewarded.

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