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Four Call Center Customer Support "Musts" - Verint Monet - ContactCenterWorld.com Blog

Four Call Center Customer Support "Musts"

Look at any survey about customer service and you’ll find that billions of dollars are lost each year when it is not handled efficiently.

Service is at the core of every call center function, and toward that end managers invest time and capital into a wide array of technology and employee training efforts.

There are many steps that can be taken to boost service. But some of them are really no longer options given the state of the industry and customer expectations. Here are four ‘musts’ that should be part of any call center operation.

1. You must allow customers to switch channels

According to the Harvard Business Review, more than half of all call center customers will at some point attempt to get something done online, but will have to switch to a phone call to make it happen. That transition should not only be possible, but also be actionable in a way that all information provided online is transferred to the agent so it does not have to be repeated.

2. You must provide self-service options

Not every customer issue requires a phone call. Self-service customer portals are not only convenient; they will also reduce call volume.

3. You must answer calls promptly

Everyone is less patient now because we’re accustomed to the instant responses technology provides online. Call centers cannot always provide that same instant response, but that won’t prevent customers from expecting it. Keep people on hold too long and they won’t be customers anymore. The forecasting and scheduling tools in a workforce management solution make this goal much easier to accomplish.

4. You must be able to handle service requests via mobile app

A Salesforce survey predicts that the number of inbound customer service requests via mobile app will increase by 38% over the next year. If your company does not provide this capability, there’s a good chance your competition does.

Source: http://www.monetsoftware.com/blog/Workforce-Management/post/four-call-center-customer-support-musts

Publish Date: February 28, 2017 5:00 AM


2020 Buyers Guide Telecoms

 
1.) 
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:

2.) 
Cloudonix

Cloudonix
Cloudonix provides businesses with software development tools (APIs/SDKs) enabling contextual communications, using existing communications tools and workflows.
Connect your website or mobile APP directly to your call or contact center, keeping the context of who the caller is, why they are calling, and how they got to you as part of the call.

3.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
PH: (980) 288-4800

4.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

5.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385

6.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier
PH: 213-943-2023
 



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