Use Educated Customers to Your Advantage.

05 / Nov / 2013

By Jordan Linford

Martin H Fisher, a German-born American physician and author, most famous for his teachings on the art and practice of medicine once said that “Knowledge is a process of piling up facts; wisdom lies in their simplification.” With the onslaught of information in our high-tech lives, customers have more access to product knowledge through the internet, social media and other channels than ever before. In many ways, this easily accessible information has helped companies market and sell their products more effectively. However, it does in some ways make the job of a salesman more difficult. Customers know more about products they are looking into purchasing, and are more ready for rebuttals.

If what Fisher said is true, that wisdom lies in the simplification of facts, then how can a call center prepare employees for more educated customers. Providing employees with the right data, at the right time, is essential in making sure agents are ready and confident when on a call. . This is where it becomes essential that your call center is utilizing the most up to date and effective workforce management software to your advantage.

ClearView is a revolutionary work force optimization solution engineered by call centers for call centers. ClearView drives successful execution, by aggregating performance data from disparate systems, and acting on the data with proven business improvement processes. By delivering real-time performance dashboards from the executive level down to the agent level, ClearView increases accountability and creates a culture of continuous development essential to reaching business objectives.

ClearView provides cloud-based performance management dashboards that deliver real-time data and business intelligence for all levels of call center operations. ClearView’s contact center software provides empowerment for your front-line personnel with real-time performance dashboards, as well as validating agent quality and performance with robust quality monitoring tools. Clearview allows your call center to prepare and use educated customers to your advantage!

“All sales are contingent on the attitude of the salesperson, not the attitude of the prospect.” W. Clement Stone. This means that with the right analysis of key performance indicators, your employees can engage in effective communication with the well-educated customer. Although knowledge is essential to being successful, the right analysis of information is more important when making contact with your customers.