{"id":45919,"date":"2020-12-21T18:04:32","date_gmt":"2020-12-22T02:04:32","guid":{"rendered":"\/us\/en\/blog\/?p=45919"},"modified":"2024-08-15T08:42:46","modified_gmt":"2024-08-15T15:42:46","slug":"this-holiday-season-delight-customers-who-call-your-contact-center","status":"publish","type":"post","link":"\/us\/en\/blog\/this-holiday-season-delight-customers-who-call-your-contact-center\/","title":{"rendered":"Delight customers who call your contact center this 2022 holiday season"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Expecting higher call volume but want to maintain service levels? This holiday season, give your customers the gift of faster, more personalized customer support on their channels of choice.<\/span> <span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">After a year unlike any other, the holidays are here.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But, if you\u2019ve been managing or supporting contact centers for a while, you understand the holidays present their own set of unique customer service challenges. Challenges like:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">increased call volume<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">seasonal employees to train<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">and issues with omnichannel shopping and conversation.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">In fact, as <a href=\"https:\/\/www.gartner.com\/smarterwithgartner\/are-you-prepared-for-call-center-spikes#:~:text=Prepare%20for%20expected%20call%20spikes,promotional%20events%20and%20vacation%20seasons\">Gartner points out<\/a>, call volume can spike up to 10 times normal call volumes during periods such as holidays, promotional events and vacation seasons.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Well, this holiday season promises to be\u2026 a little different.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In fact, marketing analytics platform <\/span><a href=\"https:\/\/www.dialogtech.com\/blog\/5-retail-trends-2020-holidays-call-tracking\/\"><span style=\"font-weight: 400;\">DialogTech<\/span><\/a><span style=\"font-weight: 400;\"> found that from February 2020 to the beginning of July 2020, their retail customers saw nearly a 75% increase in inbound phone calls.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you\u2019re a contact center admin or IT director who wants to prepare your call center for an influx of calls, this article will help you do just that.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Let\u2019s dive in.<\/span><\/p>\n<h2 class=\"heading h3 h2 quote full-width\"><span style=\"font-weight: 400;\">This is what the holiday shopping season looks like during the coronavirus pandemic<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">You may be expecting an influx of calls, but this year presents a couple other differences like having your contact center agents working from home and holiday shoppers with public health concerns.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Expect shoppers to rely on call center agents to ask questions, check inventory, and help them make purchases.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">People are hesitant to shop in-store because of safety concerns with 60% of <\/span><a href=\"https:\/\/www.dialogtech.com\/blog\/5-retail-trends-2020-holidays-call-tracking\/\"><span style=\"font-weight: 400;\">holiday shoppers<\/span><\/a><span style=\"font-weight: 400;\"> planning to shop less in-store this season because of fear of COVID-19 exposure.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Some of the shoppers who plan to buy from stores will use your call center to get information about online purchases they\u2019ll pick up. The number of shoppers who plan to buy items online for in-store pickup during the holidays has <\/span><a href=\"https:\/\/www.dialogtech.com\/blog\/5-retail-trends-2020-holidays-call-tracking\/\"><span style=\"font-weight: 400;\">increased<\/span><\/a><span style=\"font-weight: 400;\"> to 51.7%, up 20.8% compared with 2019.<\/span><\/p>\n<div class=\"rc-bottom-cta rc-bottom-cta__landscape\" style=\"background-image: url(\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/rc-bottom-cta-bg.png);\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t\t<img decoding=\"async\" width=\"930\" height=\"700\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/11\/RingCentral-Office-images_2.png\" class=\"responsive-image\" alt=\"Make sure your ...\" \/>\t\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"rc-bottom-cta__text\" style=\"\">\n<h3\n\t\t\t\t\t\t\t\tclass=\"rc-bottom-cta__title headline-copy\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t>Make sure your contact center teams have the tools they need to communicate with your customers.<\/h3>\n<\/p><\/div>\n<div class=\"rc-bottom-cta__btn-wrapper\" style=\"\">\n\t\t\t\t\t\t<a\n\t\t\t\t\t\t\t\tclass=\"btn btn-primary btn-lg rc-bottom-cta__link\"\n\t\t\t\t\t\t\t\ttitle=\"Learn more\"\n\t\t\t\t\t\t\t\thref=\"https:\/\/www.ringcentral.com\/effortless-customer-engagement.html\"\n\t\t\t\t\t\t\t\tdata-dl-name=\"Learn more\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"button\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"bottom cta banner\"\n\t\t\t\t\t\t\t\tdata-no-auto-dl=\"true\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t\t\tonmouseover=\"\"\n\t\t\t\t\t\t\t\tonmouseout=\"this.style.backgroundColor='';this.style.borderColor='';this.style.color='';\"\n\t\t\t\t\t\t>Learn more<\/a>\n\t\t\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<h2 class=\"full-width heading h2\"><span style=\"font-weight: 400;\">Is <\/span><i><span style=\"font-weight: 400;\">your<\/span><\/i><span style=\"font-weight: 400;\"> contact center prepared for the 2022 holiday season?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">As you can see, you\u2019re going to want to get ready for holiday shopping in 2022. The holiday season this year seems to be going big despite the high inflation rates and the ongoing supply chain disruptions.<\/span><\/p>\n<p>Not only can you expect higher call volume but be prepared for shoppers who already think it is hard to get good support during the holidays.<\/p>\n<p>A CorvisaCloud and uSamp <a href=\"https:\/\/www.entrepreneur.com\/article\/240392#\">survey<\/a> found 69% of consumers said customer service during the holiday season was worse than the rest of the year.<\/p>\n<p><span style=\"font-weight: 400;\">So, how can you prepare to best serve your customers?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Two ways are to hire more support staff and to invest in technology that will help your team manage the spike in volume.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Unfortunately, only 58% of retailers invest in technology to help manage holiday spikes according to <\/span><a href=\"https:\/\/www.retaildive.com\/news\/only-58-of-retailers-invest-in-tech-to-handle-holiday-sales-spikes\/509735\/\"><span style=\"font-weight: 400;\">Retail Dive<\/span><\/a><span style=\"font-weight: 400;\">. The same survey, which involved over 350 senior retail decision-makers, found 53% believe they can remain competitive by simply hiring extra staff.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But hiring more people won\u2019t provide your company with all the benefits of a cloud-based phone system with the right software integrations. Tools like live chat, customer recognition software and Intelligent Call Back allow you to communicate with your customers through a variety of channels and deliver the customer service quality they expect.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Maybe that\u2019s why 74% of people think <\/span><a href=\"https:\/\/blogs.aspect.com\/making-customer-service-less-holiday-hassle\/?_ga=2.122843723.1957505786.1608179018-1575640701.1608179018\"><span style=\"font-weight: 400;\">shopping is more of a hassle<\/span><\/a><span style=\"font-weight: 400;\"> now than at any other time of the year and 91% believe companies should be better prepared to address customer service issues that develop during the holiday shopping season.<\/span><\/p>\n<hr \/>\n<p class=\"p1\"><span class=\"s1\">\ud83d\udc69\u200d\ud83d\udcbc<\/span><b> <\/b><span class=\"s1\">\ud83d\udcab<\/span><span class=\"s2\"> <b>Teamwork makes the dream work <\/b><\/span><span class=\"s1\">\ud83d\udcab<\/span> <span class=\"s1\">\ud83d\udc68\u200d\ud83d\udcbc<\/span><\/p>\n<p class=\"p1\"><span class=\"s2\">\u00a0The key to building a customer-centric team: Enterprise edition eBook<\/span><\/p>\n<p class=\"p2\"><span class=\"s2\">\t<\/p>\n<div class=\"download-form-widget enterprise-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/ebook\/building-a-customer-centric-team.pdf\" data-id=\"6a0adc8d84ce6\" id=\"6a0adc8d84ce6\">\n\t\t<button tabindex=\"on\"  on=\"tap:6a0adc8d84ce6.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">Get the eBook<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">How RingCentral helped these 6 companies better serve their customers<\/div>\n<form class=\"download-form ENTERPRISE\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog Enterprise\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"enterprise download form\" data-dl-name=\"Take me to it\">Take me to it<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:6a0adc8d84ce6.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\"> Happy reading!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<hr \/>\n<h2 class=\"full-width heading h2\"><span style=\"font-weight: 400;\">13 simple yet effective tips that&#8217;ll give your customers some much needed holiday cheer<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">If you\u2019re looking for ways to prepare your customer service agents, we\u2019ve got you covered. Here are thirteen ways to improve the customer experience this holiday season.<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Give contact center agents the information they need <\/b><span style=\"font-weight: 400;\">&#8212; Update your team with the latest information (return policies, set up guides, etc.) Use an integrated solution like RingCentral to hold a video conference with your at-home contact center agents and get your whole team on the same page.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Give your agents access to experts<\/b><span style=\"font-weight: 400;\"> &#8212; Let them reach product experts or subject matter experts via chat and phone to help your contact center agents better serve your customers and get their issue resolved so they can get back to enjoying their holiday.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Give your team props<\/b><span style=\"font-weight: 400;\"> &#8211;Show your appreciation for contact center agents working on holidays. You can give anything from small perks to preferential scheduling, to a raffle ticket for a \u2018big-ticket\u2019 item.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Give customers self-service options<\/b><span style=\"font-weight: 400;\"> &#8212; 67% of consumers prefer <\/span><a href=\"https:\/\/www.zendesk.com\/blog\/providing-great-customer-experience-holiday-rush\/\"><span style=\"font-weight: 400;\">self-service<\/span><\/a><span style=\"font-weight: 400;\"> over talking to a company representative. Because of this, your FAQ can be a great place to address all holiday-related questions.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Give customers a heads-up<\/b><span style=\"font-weight: 400;\"> &#8212; If something is wrong with an order or delivery dates change, contact your customers and let them know. 82% of <\/span><a href=\"https:\/\/www.forbes.com\/sites\/bradbirnbaum\/2020\/07\/30\/five-ways-customer-service-organizations-can-prepare-for-holiday-shopping-now\/?sh=26ebba97774d\"><span style=\"font-weight: 400;\">customers<\/span><\/a><span style=\"font-weight: 400;\"> expect retailers to proactively reach out to them if there is a problem with their order.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Give your customers options<\/b><span style=\"font-weight: 400;\"> &#8212; Omnichannel support is critical as nearly 90% of <\/span><a href=\"https:\/\/www.forbes.com\/sites\/bradbirnbaum\/2020\/07\/30\/five-ways-customer-service-organizations-can-prepare-for-holiday-shopping-now\/?sh=26ebba97774d\"><span style=\"font-weight: 400;\">customers are frustrated<\/span><\/a><span style=\"font-weight: 400;\"> when they can\u2019t contact a company on the channel they prefer.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Give rewards to your teams who are working<\/b><span style=\"font-weight: 400;\"> &#8212; Sometimes attendance can be an issue during the holiday season. You can run an incentive for agents with perfect attendance. Prizes could include time off (<\/span><i><span style=\"font-weight: 400;\">after <\/span><\/i><span style=\"font-weight: 400;\">the holidays), gift cards, or cash.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Give callers a call-back option<\/b><span style=\"font-weight: 400;\"> &#8212; Use an intelligent call back feature to offer your callers the choice to schedule a call back instead so that they don\u2019t have to wait on hold during their holiday.\u00a0\u00a0\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Get with the holiday spirit<\/b><span style=\"font-weight: 400;\"> &#8212; Play some holiday music for callers who have to hold for an agent. 48% of <\/span><a href=\"http:\/\/soundcommunication.holdcom.com\/call-center-holiday-best-practices\"><span style=\"font-weight: 400;\">consumers said<\/span><\/a><span style=\"font-weight: 400;\"> they prefer holiday music when placed on hold. But they don\u2019t want to have to listen to it for more than a few minutes &#8212; 32% said they would hang up if left on hold for more than five minutes.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Get personal<\/b><span style=\"font-weight: 400;\"> &#8212; Make personalized offers. A recent survey found <\/span><a href=\"https:\/\/www.redpointglobal.com\/blog\/survey-holiday-shopping-2020-will-be-fundamentally-transformed\/\"><span style=\"font-weight: 400;\">70% of consumers<\/span><\/a><span style=\"font-weight: 400;\"> say they will shop exclusively with brands that demonstrate they personally understand them this holiday season. Plus, <\/span><a href=\"https:\/\/www.mediapost.com\/publications\/article\/356088\/up-against-the-holidays-consumers-plan-to-shop-on.html\/\"><span style=\"font-weight: 400;\">49% of shoppers<\/span><\/a><span style=\"font-weight: 400;\"> say they\u2019re more likely to purchase from retailers that send personalized offers.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Get callers to the person who can best solve their problem<\/b><span style=\"font-weight: 400;\">\u00a0&#8212; Use interactive voice response (<a href=\"https:\/\/www.ringcentral.com\/contact-center\/interactive-voice-response.html\">IVR<\/a>) to ask callers why they\u2019re calling, route them to the best destination based on their responses, provide answers to common questions (such as FAQs about your COVID-19 precautions and store hours), and more.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Give your team the right technology<\/b><span style=\"font-weight: 400;\"> &#8212; Give agents the tools they need to succeed. <\/span><a href=\"https:\/\/www.tmcnet.com\/channels\/call-center-management\/articles\/429843-fixing-biggest-roadblocks-customer-support-excellence.htm\"><span style=\"font-weight: 400;\">Tracey E. Schelmetic<\/span><\/a><span style=\"font-weight: 400;\">, Editorial Director of Customer Interaction Solutions magazine, said, \u201cIf agents are having to hunt through multiple disconnected databases to find answers, or toggle back and forth between too many screens on their desktop, they&#8217;re never going to be able to provide a good customer experience. Sure, new solutions can eat into capital (or operating expenses, in the case of cloud-based solutions). But lost customers WILL eat into profits.\u201d\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Get ready for the aftermath<\/b><span style=\"font-weight: 400;\"> &#8212; You may continue to see high call volume <\/span><i><span style=\"font-weight: 400;\">after<\/span><\/i><span style=\"font-weight: 400;\"> the holidays. According to a <\/span><a href=\"https:\/\/www.entrepreneur.com\/article\/240392#\"><span style=\"font-weight: 400;\">survey<\/span><\/a><span style=\"font-weight: 400;\">, 46% of consumers said they were more likely to call with a customer service question the week after Christmas.\u00a0<\/span><\/li>\n<\/ol>\n<h2 class=\"full-width heading h2\"><span style=\"font-weight: 400;\">Will your customers feel you\u2019ve treated them naughty or nice?<\/span><\/h2>\n<p><a href=\"https:\/\/www.forbes.com\/sites\/bradbirnbaum\/2020\/07\/30\/five-ways-customer-service-organizations-can-prepare-for-holiday-shopping-now\/?sh=26ebba97774d\"><span style=\"font-weight: 400;\">Research<\/span><\/a><span style=\"font-weight: 400;\"> shows that 56% of customers choose where to shop during last year\u2019s holiday season based on past experiences.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When people interact with companies they expect a consistent experience. What experience will you deliver this year?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It\u2019s not too late to <\/span><a href=\"https:\/\/www.ringcentral.com\/effortless-customer-engagement.html\"><span style=\"font-weight: 400;\">learn more about our cloud contact center<\/span><\/a><span style=\"font-weight: 400;\"> or <\/span><a href=\"https:\/\/www.ringcentral.com\/view_demo_cx.html\"><span style=\"font-weight: 400;\">see a demo<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Will you add to the stress shoppers feel during the holidays or take advantage of RingCentral\u2019s cloud customer engagement solutions to make sure you have happy agents and, in turn, happy customers?<\/span><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Expecting higher call volume but want to maintain service levels? This holiday season, give your customers the gift of faster, more personalized customer support on their channels of choice. \u00a0 After a year unlike any other, the holidays are here. But, if you\u2019ve been managing or supporting contact centers for a while, you understand the &#8230;<\/p>\n","protected":false},"author":29,"featured_media":53534,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-45919","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Delight customers who call your contact center this 2022 holiday season | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Expecting higher call volume but want to maintain service levels? 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