The Talkdesk Advantage: Smart Contact Centers Allow Companies to be Proactive - Talkdesk - ContactCenterWorld.com Blog
Talkdesk is loaded with smart contact center tools that let you adapt to your customer needs in real time and improve customer relationships. We’ve already covered the cutting-edge intelligent tools that make our contact center platform an innovator as well as some differentiators that allow Talkdesk to build these tools at at unmatched pace, but what we haven’t discussed yet is how Talkdesk affects your contact center strategy.
This arsenal of smart contact center features is only valuable if you make use of them! A change in software isn’t going to produce results unless there’s an accompanying change in operations. Real-time analytics won’t produce value unless you make changes based on that data in real time, and so on.
All of these new changes in Talkdesk’s contact center offering mean our customers can make a shift from being reactive to being proactive. For decades, the contact center has been at the mercy of the customer, waiting for a call to come in and then scrambling to collect information and reach a solution. But thanks to new technology, those reactive days are over.
A proactive approach can start before the caller and the agents say any words to each other. Talkdesk’s contact center software includes technology that can give callers an option to skip waiting on hold and just receive a call when the next agent is available. From a contact center perspective, replacing inbound support calls with outbound support calls is the definition of taking a proactive approach.
Another way to be proactive for your customers is with the way they are greeted. A reactive contact center agent answers the phone by asking for a name and an account number. A proactive contact center answers the phone by greeting the caller by name and using the available information to determine the topic of their call. It saves the customer and the company some time, and it’s emotionally easier on the caller to avoid repeating their issue.
In the bigger picture, these innovative smart contact center tools can provide the most value when they’re built into the larger operations plan and literally change the logic behind the calls. New tools like voice analytics from TalkIQ or Simple Emotion give your contact center much richer insights into specific moments in a conversation and how they impact a customer. These real-time analytics can make the difference in how effectively your contact center operates, but there has to be a strategy in place to respond to those incidents as they occur.
These new integrations and solutions require outside-the-box thinking to integrate into your smart contact center workflow. This is the challenge, the companies that will eventually gain a competitive advantage from smart technology will be the ones that try new things and entirely re-think the process. At every step along the way, there will be new opportunities to increase customer satisfaction and agent efficiency, the real leaders of today will be ambitious about what they can achieve in both areas.
More than anything, the new smart contact center poses new challenge to customer-centric companies. With the industry changing so quickly, customers will notice which companies are communicating proactively and take their business to the company that goes the extra mile to make their experience better. To talk to one of our Talkdesk experts about how your company can create a proactive call center, click the button below.
Publish Date: October 24, 2017 5:00 AM
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