“We think poor culture equals poor customer service, how can we communicate more efficiently and faster?”
“How can you help us reduce MBRA?” (Management By Running Around)
“Responsibilities are increasing daily, how can we keep staff motivated?”
These were some of the most common questions we were asked this year.
Maximising performance, efficiency and engagement in today’s complex and high demanding multi-channel customer service organisations requires a total shift in culture and business practices. Translating complex data into real-time information and displaying in the manner most effective for agent use is critical.
RMG Networks collects and pushes key performance indicators to desktops, large format screens and mobile devices, and makes them easy to understand so agents and managers can work together to attain performance initiatives. Regardless of the communication method customers elect, agents are equipped to handle the conversation as efficiently as possible.
Wanting to learn how to maximise performance, improve communication and reduce attrition rates for your omnichannel customer care centre? The key is to keep your employees informed and to translate your ever-changing business goals into meaningful tasks where and when needed in real time – whilst on the desk, in a meeting or in a break room.
© 2016 RMG Networks Holding Corporation. RMG Networks and its logo are trademarks and/or service marks of RMG Networks Holding Corporation.