Currently, contact centers play an important role in many businesses' customer services architecture. These centers provide a continually accessible resource for consumers to reach out to the business and get their questions answered and problems resolved.
However, contact centers have historically been plagued by customer service issues that take place when customers are passed around to different agents and forced to repeat themselves. This not only frustrates callers, but can complicate communication flows for the contact center, making it more difficult for managers to glean the visibility they need.
The solution here is to leverage advanced contact center communication technology that can streamline customer-agent interactions while supporting the highest quality service possible.
Before we get into the advantages that communication systems can offer contact center staff, it's important to understand what's included under this umbrella. The best solutions support baseline capabilities including inbound and outbound communication, call recording and quality scoring to support voice, messaging and other channels.
In addition, advanced solutions also provide innovative features like automatic call distribution, interactive voice response and intuitive interfaces for agents and supervisors. In this way, agents have all the tools they need to appropriately respond to customer needs, and clients are able to reach out to the contact center via the channel that best suits their requirements.
"One of the first benefits many notice is the deep-rooted integration between systems."
One of the first benefits many contact center staffs notice - and one of the defining characteristics of unified communications - is the deep-rooted integration that exists between systems. This means that if a conversation moves from channel to channel, nothing is lost in translation and clients need not repeat themselves to different service agents.
This also creates a more robust and unified experience for agents who need not switch between platforms or windows to find the information they need. UC technologies can be integrated into the organization's customer relationship management platform, ensuring that all interactions are tracked and pertinent details are organized in a way that streamlines communication and puts agents and consumers on the path to optimal resolution.
Because advanced UC in the contact center supports an array of different communication channels, agents are able to communicate with customers via the platform that they most prefer. Studies have shown that not all clients want to pick up the phone and call for assistance right away - some feel more comfortable with messaging or email instead.
In order to meet these needs, contact centers must have a UC system that can support all of these channels, providing agents with a single, holistic solution.
"When using the same UC platform, agents can launch an IM, voice call, and even screen-sharing session from the agent desktop, without having to find the right tools for communicating with people outside of the contact center," UC Strategies contributor Blair Pleasant wrote. "Callers don't have to be placed on hold while the agent is calling an expert for information, and the agent can engage with the customer while sending and receiving the textual messages from the SME. Collaboration between agents and SMEs is enhanced, facilitating knowledge sharing and resulting in better results for the customer."
Automatic call distribution means that calls can be more quickly routed to the available agent best suited to solve the caller's issue. As opposed to being passed around from agent to agent before reaching the right expert, callers can be put through to the right person immediately.
As Customer Think's Bidisha Gupta noted, this can increase first call resolution rates, ensuring that any issues are solved the first time around while helping to eliminate repeat calls. When their problems are solved in the most efficient way possible, customers are more satisfied and the company achieves higher retention.
The bottom line here is that advanced UC systems have the potential to improve the overall quality of agents' interactions with customers. With a UC solution in place, the contact center is equipped to support the most preferred communication channels and quickly find resolutions for customers.
To find out more about the advantages your contact center can reap from advanced UC technology, contact the experts at Teo today.
Publish Date: October 30, 2017 5:00 AM
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
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