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Contact center modernization: The time is now  - TEO Technologies - ContactCenterWorld.com Blog

Contact center modernization: The time is now 

Once upon a time, the telephone was the primary mode of communication, especially when customers needed to reach out to company brands. This made things relatively easy for businesses - all they needed to do was set up a call center and enable consumers to call whenever they had a problem, question or concern.

Times have changed considerably, though, and for many customers, picking up the phone to make a call isn't high on their list of preferred communication channels. With mobile capabilities and digital experiences being increasingly demanded, the time to modernize enterprise contact centers is now.

Call center vs. contact center

As TechTarget pointed out, most businesses have already taken steps to update their customer-facing communications by implementing new technologies that open up additional communication channels. It's at this time that brands shift from call center to contact center.

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"In today's high-touch, constantly connected work where information spreads instantaneously, the term call center is limiting," TechTarget stated. "[A]gents must adapt to new technologies and communication channels that extend beyond the phone."

In this way, if your organization only offers phone communication capabilities to your customers, the time to upgrade and bring your service into the contact center age was yesterday.

It's time to update your company's contact center capabilities.

The consequences of poor customer service

For many businesses, the contact center represents the central jewel within the customer service crown. This essential piece of the puzzle enables clients to have their questions answered, get any issues resolved or obtain assistance with their orders or services.

However, when the contact center cannot provide service that is up to the level consumers are expecting, it can take a significant toll on the business:

  • Higher expectations: 68 percent of Millennials, as well as 56 percent of all age groups, note that they expect more from brands today than they did in 2015, according to data gathered by customer strategy expert Brad Cleveland. Businesses that haven't or don't make efforts to raise the bar suffer in this kind of climate.
  • Losing out on business opportunities: After experiencing poor service, almost half of all consumers - 47 percent - will reach out to a competitor within a single day. An additional 79 percent would turn to a competitor within a week.
  • Not making extra efforts: Even after a poor experience, 80 percent of customers who did switch to a competitor said the initial company could have taken steps to retain their business, but didn't.
  • Experience is king: 89 percent of marketing experts believe customer experience is now a main market differentiator, overtaking price and product options.

Overall, contact center modernization can create a resource that's more than just a touchpoint for customers - the contact center can actually become a main force propelling and supporting a beneficial consumer experience.

Best practices for modernization

When it comes to carrying out modernization efforts, where should your organization begin?

Expanding channels
First and foremost, it's critical that if your business has not made the move from call center to contact center, you do so immediately. Your customers have spoken, and they no longer want only one option for communication - they seek out omnichannel support and the means to use the most preferred and most convenient channel for their needs.

Current statistics show that there will be more than 5 billion mobile phone users by 2019. Alienating these users by not supporting text, live chat and video is a huge mistake in the current technology landscape. Your call center should include multiple different channels for customer communication, providing a choice for consumers.

Options for self-service
Today, it's all about aligning capabilities with customer demands. In the same vein as providing additional communication channels, you should also consider providing self-service options for

"70 percent of today's consumers now expect a self-service application."

clients. CGS reported that 70 percent of today's consumers now expect the availability of a self-service application. Best of all, a system like this can help customers get the assistance or answers they need quickly, and more complex issues can be addressed by live agents.
 
Reporting and analytics
Another critical step for contact center modernization is to ensure that supervisors and stakeholders have a clear picture of the activity taking place here. Organizations are leveraging data analytics for all kinds of purposes these days, and the contact center should be included in these initiatives.

Advanced call center solutions can support robust reporting and analytics about the number of connections and engagements made as well as the services provided. Key performance indicators can tell an in-depth story about the contact center and the ways in which customers reach out, helping stakeholders create goals for the company and improve client services.

Trained service agents
A contact center is only as good as its staff members, and it's important that your service agents aren't overlooked during modernization efforts. This is especially critical when new systems and technologies are put into place: Take the time to train your employees on the best ways to leverage these in order to get the best return on investment and the highest overall value.

Contact center modernization should be high on your list of company priorities, but you don't have to go this road alone. Reach out to the experts at Teo Technologies to learn what your contact center needs and how to get there.

Source: https://www.teotech.com/research/news/contact-center-modernization-the-time-is-now/

Publish Date: January 19, 2018 5:00 AM


2021 Buyers Guide Inbound Call Handling Services

 
1.) 
2Ring

2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)

2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

4.) 
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.

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

6.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

7.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

8.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

9.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

10.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

11.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 



View more from TEO Technologies

Recent Blog Posts:
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Are chatbots necessary in UC contact centers?January 30, 2018 5:00 AM
3 features to focus on when evaluating unified communications solutionsJanuary 30, 2018 5:00 AM
Contact center modernization: The time is now January 19, 2018 5:00 AM
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Security Awareness: Top Threats to UC TechnologyNovember 30, 2017 5:00 AM

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