In psychology, a first impression is the event when one person first encounters another person and forms a mental image of that person.
The same is true in business, which is why organisations have become cognisant of the significance of that first contact, says Russell Mirams, Account and Partner Manager at Luware, a Microsoft Teams focused customer service SaaS provider.
“There is an increasing amount of companies replacing the job title of their receptionist with ‘Director of First Impression’. This is to acknowledge that the front desk employee has a crucial role to play in the public relations and marketing of the business.
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Russell Mirams[/caption]
Those first contacts are not limited to the people that walk through your door but also extend to the many people that call your company via phone, adding the need to have an excellent first impression of your business.
What callers to a business or organisation definitely do not want is to be passed from person to person and having to repeat their requests at every transfer point. They want information and fast query resolution - and they want those needs satisfied by the first person they speak to.
The Luware Attendant Console for Microsoft Teams has been designed to achieve this goal and provide management teams with the ability to understand what the call volumes and wait times are, so they can address the staffing requirements correctly for this critical customer facing role.
Furthermore, the Attendant Console provides the tools to manage customer experience for the caller at any time of the day, covering the quality of greetings, the experience whilst waiting, and the efficiency of the transfers”, says Miriams
