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.
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.
"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.
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:
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.
When it comes to carrying out modernization efforts, where should your organization begin?
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.
Publish Date: January 19, 2018 5:00 AM
|1.)||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.
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|2.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.
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:
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