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4 Traits of a Customer Centric Contact Center - The Reporting Engine - ContactCenterWorld.com Blog

4 Traits of a Customer Centric Contact Center

Due to a rapid growth of technology and increasing use of holistic approaches in businesses, the competition in customer support industry has increased substantially. Not only have the developments changed the entire landscape of the industry, but has also transformed business philosophy from productivity to customer centricity.

The customer centric business needs a thorough understanding of each customer individually to execute strategy and deliver greater results, creating greater value. According to Gilles Beaulac, “Customer Centric Contact Centers learn that one of the critical prerequisites is to create the most positive employee experience.” Also, the contact center needs drastic changes in the system, capabilities, processes, attitudes, and the overall corporate culture.

1.     Customer Centric Quality Measurement

The customer centric contact center places its customers at the heart of its business philosophy. Therefore, these firms invest appropriately in quality monitoring tools that keep track of each transaction and resulting customer satisfaction. Besides this, firms also use customer feedback, collected through post contact surveying tools, to understand the potential of improvement in processes and workflows along with identifying the need for training and skill development.

2.     Continuous Improvement in Services

The modern contact centers collect regular feedback from customers to deliver better services. These firms not only gather data from customers, but also process and use it intelligently to improve their products, personalize services, build relationships, increase productivity and bolster revenues and profits. Advanced CRM tools, evaluation of post contact customer surveys, and dedicated analytics teams are some common approaches contact centers usually use to provide proactive services and support.

3.     Customer Centric KPIs

Previously, contact centers focused more on quantitative measures such as Average Handling Time (AHT) and Calls per Hour. However, modern service centers recognize the importance of measuring customer experience and agent behavior more than quantitative metrics. This does not imply that there should be no productivity based measures in place. Rather, it means that service centers should emphasize more on improving customer satisfaction than relying on increasing the number of calls.

In order to measure the agent’s productivity, you may utilize tools like schedule adherence to ensure that your team is involved and committed to increasing profitability and growth of the business.

4.     Social Customer Care

With social customer care, contact centers tend to react to the comments, complaints, and requests more efficiently. This allows agents to engage with customers effectively and provide proactive services as well as control the potential damages. Some contact centers create an engaging online community for customers which serves as a useful source of information and feedback for both the customers and the agents. Besides this, these resources reduce the number of emails, chats, and phone calls to a great extent by providing helpful tutorials and blogs for the convenience of the customers.

To create an authentic and reliable performance measurement system, contact us and request a free demo today!

Source: http://thereportingengine.com/blog/4-traits-of-a-customer-centric-contact-center/

Publish Date: April 2, 2015 5:00 AM


2020 Buyers Guide Computer Telephony Integration

 
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.
PH: +1 512-872-7565

2.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
PH: +302109241486

3.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)
PH: (+61) 406 501 368

4.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
PH: 888.638.6398

5.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511

6.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672
 



View more from The Reporting Engine

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Elevate Your Leadership with The Reporting EngineApril 12, 2015 5:00 AM
Why Creating a Customer Centric Contact Center Is Important for Businesses?April 4, 2015 5:00 AM
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