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Top 10 Tips For The Modern Contact Centre - Business Systems UK Ltd - ContactCenterWorld.com Blog

Top 10 Tips For The Modern Contact Centre


Today’s contact centres face more demand than ever. With consumers having grown used to faster and more personalised services, and agents expecting better working environments, there are a lot of relevant concerns. Fortunately though, there are a lot of ways for those managing call centres to adapt to these demands and challenges.

With that in mind, here are 10 specific tips for the modern contact centre.

1.Embrace Communication Software


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Gone are the days when business teams had to communicate solely through email and various instant messaging platforms. Now, more and more often, companies are turning instead to multi-faceted communication software platforms that streamline interactions both between and within teams. A list by Business.com revealed some of the most popular options (HipChat, Slack, Campfire, and more), if you want to look at some specific possibilities. By and large though, these programs help teams to interact more precisely and efficiently. This can make for a significant improvement in a modern contact centre. It makes it easier for employees to share results and discuss problems; it gives management a direct channel to the whole contact centre team; and it can help put anything from guidelines to result tracking all in one place that can easily be found and referenced.

2. Consider a Chatbot

Building a chatbot into a website and/or app is not necessarily a way of replacing contact centre employees. Rather, it’s a way of making their jobs easier. A sophisticated chatbot can welcome customers, address the most basic concerns, and otherwise direct them to the more in-depth help they need. These functions effectively eliminate some of the more tedious aspects of customer care, allowing those working in the contact centre to devote more attention to more pressing needs.

3. Put Functions on the Cloud

Almost the same way that communication software can keep teams on the same page, putting all customer service apps and functions into a unified cloud environment can help to organise a modern contact centre. Our coverage of CXonefrom NICE inContact, back in 2018, spoke about this idea in some detail. As we stated then, cloud service of this kind can “keep customer service teams productive and engaged” — particularly for larger companies that might be spread out across multiple locations.

4. Set Clear Performance Goals

This is less of a tech-based adjustment than some of the other ideas mentioned here. However, it’s still an idea for contact centres to embrace. More and more companies today seem to be recognising the benefits of clear performance structure. This means making it as clear as possible what team members are expected to accomplish, and when. When good performance is ambiguous, or judged after the fact, teams can often operate less efficiently; with clear goals put in place and made accessible, employees in a contact centre will be able to work steadily toward specific ends.

5. Establish Rewards for Those Goals

The second half of the previous idea is to make sure there are rewards for goals reached as well. This doesn’t mean that every team member gets to earn a raise on a regular basis for hitting weekly or monthly goals. In fact, a “reward” can be as simple as a kind word from management — or even a positive message in a tracking sheet (such as “Weekly goal met!!” in a tab alongside an employee’s name). Or, of course, a company can get creative with some sort of system revolving around point accumulation, small bonuses and the like. Whatever the case, providing incentives makes the idea of clear performance goals that much more effective.

6. Embrace Data Analytics

Data collection in contact centres can go a long way toward generating more business for a company. Over time, it can involve numerous specific initiatives: seeing which communications convert to sales; determining when the most customer engagement occurs; figuring out which communication methods customers most prefer; even recognising how long calls are before they result in customers leaving or hanging up. Unfortunately not all modern contact centres are equipped to handle this level of data collection and analysis, which is why this may be one area in which to consider an outside hire. A guide by Comeet on questions to ask in a data analyst interview can give managers a good idea of what to look for in this sort of hire. Namely, said guide conveys that a data analyst should understand relevant software, have an idea of how to organise a project, and be familiar with the company and industry at hand.

7. Train with Gamification

Gamification can be a somewhat vague concept, and is often misunderstood as having to relate directly to actually playing games. Really though, it more closely refers to taking some of the elements that make good games popular — the things that make people keep playing, or push them to achieve more — and applying them to another practice. Thinking of it this way, you can begin to see how gamifying training can be effective. The specifics will be different for different companies and contact centres, but teaching relevant software programs and team practices this way — with progressive “levels” of difficulty, incentive and reward structures, and so on — can actually make team members eager to improve and get to work.

8. Embrace Screen Sharing

Screen sharing is a function being used more frequently in many different aspects of modern business. A feature by Techspective states that screen sharing can “improve efficiency, flexibility, and collaboration in the workplace.” But it can be particularly helpful in some contact centre situations. For those who aren’t familiar with it, screen sharing essentially means that one person can broadcast his or her screen activity on another person’s device. When it comes to contact centres, this means equipping employees to show customers exact demonstrations when necessary. It can be significantly more efficient and effective than merely speaking or emailing back and forth, at least in addressing certain problems.

9. Support Breaks & Time Off

This is important in modern business in general, but certainly applies to call centres as well. Putting it simply, today’s employees — particularly in places like call centres — are being asked to spend long hours working hard and interacting with technology. As a result, there’s never been more need for regular breaks and adequate time off. Tech.co put it nicely from the employee perspective, stating a few years ago that “work-life balance is more important than ever” to today’s workers. By accommodating this need, a contact centre can both keep employees happy and, in all likelihood, ensure that they’ll be more productive while working.

10. Make the Physical Environment Appealing

Finally, it’s also important to make the physical environment of a call centre as appealing as possible. This can be done in any number of ways, including the use of some modern technologies (such as “smart” systems to regulate temperature and make the environment generally more responsive). But the idea is to foster a sense of wellness. Again, today’s call centre workers typically put in long hours that are heavy on tech use. Making them comfortable while they’re doing so can keep them content and productive.

Source: https://www.businesssystemsuk.co.uk/blog/2020/04/08/top-10-tips-modern-contact-centre/

Publish Date: April 8, 2020 5:00 AM


2021 Buyers Guide Dialer Solutions

 
1.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

2.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

4.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

5.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
(read more)

6.) 
Consilium Software

Consilium UniCampaign™
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
(read more)

7.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.

8.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

9.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

10.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration

11.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

12.) 
Nuxiba Technologies

CenterWare
Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.

Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.

Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.

13.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

14.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

15.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)

16.) 
Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.

17.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 



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