How do you optimize your contact center for SEO and web traffic?

Contact centers are not only a vital part of delivering customer service, but also a potential source of generating leads and conversions. However, many contact centers overlook the importance of optimizing their websites and online channels for search engines and web visitors. In this article, we will share some best practices and tips on how to improve your contact center's SEO and web traffic.

1 Understand your audience

The first step to optimize your contact center for SEO and web traffic is to understand who your target audience is and what they are looking for. You need to conduct keyword research and analyze the search intent and behavior of your potential customers. This will help you create relevant and engaging content that answers their questions and solves their problems. You can use tools like Google Keyword Planner, SEMrush, or Moz to find out what keywords your audience is using and how competitive they are.

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Karen R.

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Not only is using tools like Google Keyword Planner important but so are personal interactions with experts at your workplace. Talk to the people who work in the contact center to understand the verbiage and words they use when on the phone, or helping someone. Sometimes knowing what's already said is the key to finding similar or other keywords that AI tools might not have considered.

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2 Optimize your website

The next step is to optimize your website for both search engines and web visitors. You need to ensure that your website is fast, mobile-friendly, secure, and easy to navigate. You also need to optimize your title tags, meta descriptions, headings, images, and URLs for your target keywords. These elements will help your website rank higher on search results and attract more clicks. You can use tools like Google PageSpeed Insights, Mobile-Friendly Test, or Screaming Frog to check and improve your website's performance and SEO.

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Karen R.

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If your contact center does not already have a website manager who can handle optimization, look for someone who specializes in this field so they can handle these tasks in the future. Hiring internally for this type of work can be important, especially since understanding the workplace, what the company does, and how they support their customers is important to use the right words and the customer experience on the website.

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3 Create valuable content

Another key factor to optimize your contact center for SEO and web traffic is to create valuable content that showcases your expertise and authority. You need to produce content that is relevant, informative, and helpful for your audience. You can use different formats, such as blog posts, videos, podcasts, ebooks, or webinars, to deliver your content. You also need to optimize your content for keywords, readability, and user experience. You can use tools like Yoast SEO, Hemingway, or Grammarly to enhance your content quality and SEO.

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Karen R.

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Valuable content can also be generated from internal employees or driven by repeat customer questions. For example, if 50% of your customers always want to know about XYZ, consider writing about XYZ and answering their questions beforehand. Take the opportunity to be proactive if you can. Overall, providing helpful insight on how things work, or answering questions before they are asked, can be considered quality content worth reading.

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4 Promote your content

The final step is to promote your content and reach a wider audience. You need to leverage different channels, such as social media, email marketing, or online communities, to share your content and generate traffic. You also need to encourage your audience to engage with your content and provide feedback. You can use tools like Buffer, Mailchimp, or Quora to manage and monitor your content promotion and engagement.

By following these best practices and tips, you can optimize your contact center for SEO and web traffic and boost your customer service and sales.

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Karen R.

Operations Leader | Business Consultant | Business Coach | Technical Writer | Ghostwriter
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Remember to do cross-promotion. If your company's contact center works with other reputable companies, consider asking if you can advertise on their website or write a guest post. Being seen on already trustworthy websites can help add immediate trust and value and also help promote your content and reach a broader audience in a different way than organic promotions.

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How do you optimize your contact center for SEO and web traffic?

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1 Understand your audience

2 Optimize your website

3 Create valuable content

4 Promote your content

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