A contact center is the cornerstone of providing great customer service. Technology has improved customer contact – but has it helped you enhance how you engage with the customer?
4 Ways Modern Call Center Solution can Improve your Customer Experience
1. Expand Reporting Beyond Traditional Metrics
Every call center measures their average wait time, average call time, and call resolution percentage. Yet, these traditional metrics only reveal a small piece of the customer service puzzle. As the world evolves to be ever more customer centric, each business requires a unique matrix of metrics to create a fluid service strategy for customers. A contact center solution must help you uncover customer frustrations, and deliver detail around how agents perform – so you can learn from both the good and the ugly. Advanced call metrics can help you make decisions on how to structure your technology, enhance agent training and ultimately, improve how customers are served.
2. One View Of Your Customer with CRM integration
Imagine if your contact center integrated with your CRM, ERP and other technology solutions seamlessly. Agents utilize one interface whether when the phone rings or a chat starts, one window pop with the customer information. The time saving alone would allow agents to focus on the customer rather than juggling multiple systems. Modern contact center solutions deliver APIs and native integrations, making it easy to create a single workspace. An integrated solution saves customer time and provides management a clear view into operations, data integrity. The ultimate goal is a more cohesive and effective work environment that leads to greater customer satisfaction.
3. Multiple Customer Touches
How did you interact with Amazon last? Did you call? Chat? Send an email? The ways customers want to interact with your company have changed as much as the customer base itself. A contact center needs to support various communication channels, otherwise you could be missing an opportunity to interact, assist or satisfy the customer. A customer checking out may have a quick product question that they want answered before they complete the transaction. Real time access to a customer service agent can make the difference abandonment rates. Customers want to reach you at their convenience, on their time line. Contact center solutions offer versatility of customer contact vehicles without creating an operational quagmire.
4. Hands-on Service
Contact centers give you the ability to stay hands-on with your customers. They should be flexible and offer monitoring tools like real-time dashboards helping you prevent spikes in call volumes or identify areas of concern before they become issues. For example, you can utilize custom IVR greetings to keep your customers informed and route them to the correct call queue. The result–fewer or no transfers increasing single call solution percentage, reducing hold times and increasing overall customer satisfaction.
Ultimately, a call center solution should enable seamless interaction with your customers and provide you with valuable information needed to improve your business processes and increase customer satisfaction. Wondering what your customers see? Download our worksheet and start to improve the customer’s journey today:
As CEO of Packet Fusion, Matt sets the tone and vision for our company and our customers. His 20+ years in telephony gives him a deep understanding of unified communications and collaboration technology. He is an engaging presenter and has a knack for breaking down the often over complicated VoIP technologies into plain and simple English. Outside of PFI, Matt’s happy place is on the golf course or on a bike ride with his daughters.