Summer has arrived at the contact center. And with it, a new dynamic in our lives thanks to the long-awaited summer holidays. During this season, both customers and professionals working in a contact center tend to unconsciously relax the quality of service. It is important to note that the quality of customer interaction may be affected during this period. However, in this article we will focus on the opportunities that summer presents for companies, especially those in the tourism, hotel or travel sector, which experience a significant increase in the number of interactions with their customers.
So how can we make the most of the contact center during the summer?
Customer experience in summer: relevant data
First of all, it is important to recognize that many users contact contact centers during the summer to manage and buy products or services. This translates into an increase in reservations, requests for information and, inevitably, an increase in claims and incidents.
Also, during the holidays, it is common for the available staff to be reduced. However, this is where the adoption of an omnichannel approach in the contact center becomes important, since it allows maintaining the quality of customer service despite these circumstances. Either through dialing modes, voice systems, email or instant messaging among others.
The importance of having an omnichannel platform
Therefore, to offer an adequate service to users during the summer, it is essential to have a solid omnichannel contact center software. The main advantage of integrating this technology in a contact center lies in its ability to manage interactions from different channels, such as incoming and outgoing calls, social media, email, among others. This integration resembles a “central office,” which is especially beneficial for agents working remotely or hybridly during the summer.
Advantages of the contact center in summer
Here’s how, by leveraging omnichannel capabilities and ensuring a customer-centric approach, contact centers can experience numerous benefits during the summer season:
- Optimization of processes:
Quality omnichannel software, such as EVOLUTION, allows agents to manage databases in an agile, simple and intuitive way. This translates into reduced response times and greater operational efficiency. Tip: Take advantage of the summer time to review the processes and apply the improvements that would have a higher cost if you make them later during the year (due to lack of time, different priorities, etc.)
- Data analysis and metrics (KPIs):
The analysis of data and metrics is essential to measure customer satisfaction and evaluate employee performance. These tools make it possible to identify areas for improvement and establish more effective strategies for future summer seasons. Apply this data obtained to your processes (as we saw in point 1) and you will see real changes in your daily operations. Remember that everything is related! Do not focus on isolated things, try to see your contact center holistically and you will notice the difference.
- Long-term loyalty:
Providing excellent customer service in the contact center during the summer can build long-term loyalty. Since customers spend a lot of time planning their summer vacations, exceptional customer service can strengthen customer relationships and build customer loyalty throughout the year. A great opportunity to make a difference with your competitors!
In summary, the summer represents a valuable opportunity for contact centers, especially those in sectors such as tourism, hospitality or travel. Getting the most out of these benefits requires having reliable omnichannel contact center software and a focus on the customer experience. By streamlining processes, analyzing data, and delivering exceptional service, contact centers can build strong customer relationships, build customer loyalty, and differentiate themselves in a competitive marketplace.
Are you ready to make the most of your contact center in summer? Request a demo of our omnichannel contact center software and find out how we can help you achieve it!
