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Article : 5 Ways to Improve the Contact Center

#contactcenterworld, @inContact

Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. We surveyed over 2000 consumers in the United States, United Kingdom and Australia. Here are some of the things we learned:

  • Nearly half of all inbound contact center interactions are for the purposes of asking for help

  • Two in three responders prefer working with a live agent as opposed to self-service or a chat-bot

  • Only about a third of consumers are happy with their last interaction

  • Most interactions occur over the phone. However, those who use chat tend to be more satisfied because chat is considered quick, easy and convenient

  • 81 percent of those surveyed say they’d switch to another company if they’ve had a bad customer experience but over 80 percent also say they would be willing to reward companies who give great service by going out of their way to buy again and even recommend the company to a friend

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What does this mean? Here are five key takeaways, in no specific order, to improve contact center performance.

  1. Be there when your customers need you. When customers call, they want their problems solved fast. Strive for an Occupancy Rate of around 80 percent. Also make sure you can accurately forecast call volume and create the right staffing plan. If you do these two things, chances are your callers are going to get help the help they want fast. Workforce management (WFM) software can help. WFM software is no longer for big contact centers. Look for a solution that is tightly integrated into your contact center software. This will eliminate the need to manage WFM as a separate application as well as give you the best results.

  2. Focus on the results your customers want. Your customers want convenient access to people who can help them solve their problems quickly while being treated with respect. Strive to have your Average Speed to Answer under 10 seconds and your First Call Resolution (FCR)at around 70 percent. You will need a good reporting system to monitor many of your contact center KPI’s like ASA and FCR. Again, seamless integration with modern contact center software is key. Older systems often don’t provide convenient access to KPI metrics. In addition, consistency in following contact center processes is key to optimizing FCR. Consider a quality management solution that will let you observe agents as they interact with customers and allow you to score interactions using a standardized evaluation form and to provide systematic coaching and teaching.

  3. Let your customers contact you in ways that work best for them. We live in a digital world. More and more communication is now occurring over email, web chat, SMS and text messaging than ever before. Does your contact center support these communications channels? These digital channels are highly preferred because they are considered more convenient. If you have not added digital channels to your contact center, consider upgrading your contact center software to a solution that offers true omnichannel capabilities. This includes not only digital channels, but also advanced routing and giving agents the ability to simultaneously service voice, email and chat sessions concurrently.

  4. Listen to what your customers are trying to tell you. You need to listen to what the boss is telling you. No, not the CEO, your customers. When it comes to scoring contact center service, it’s the voice of your customer that really counts. If your customers are happy, then your business benefits. Customers will buy more and refer their friends to you. But if they are unhappy, you lose them – maybe for good. Consider using feedback tools that let your customers talk back. Also, learn to listen more carefully by using advanced analytics that can suss out nuances in interactions to help you identify sentiment and trends.

  5. Empower your Agents. Working in a contact center is tough. The work is stressful and highly repetitive. Each call is different and offers the possibility of placing an agent into a situation they may be ill-prepared for. Add to this, that agents must often interact with dozens of business systems and applications to research account history, order status, returns, billing and payment errors, support recommendations and more. So, consider giving your agents a single unified interface into your company’s systems. Better yet, consider using new artificial intelligence tools which make it easier for agents to quickly locate and access the information they need to assist customers.

There are many ways to improve contact center performance. Certainly, controlling cost and improving efficiency is important. But so is providing great customer service. Smart managers know that as call enter quality and service improves, efficiencies and cost reductions will naturally follow.

#contactcenterworld, @inContact


About NICE inContact:
Company LogoNICE inContact works with organizations of all sizes to create customer experiences that create deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, a cloud customer experience platform, we combine Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation to help any company transform every single customer interaction.
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Today's Tip of the Day - Lifetime Of A Number

Read today's tip or listen to it on podcast.

Published: Monday, March 18, 2019

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2021 Buyers Guide Computer Telephony Integration

AMC Technology

DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

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.

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.

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)

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.


CRM integration
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.


NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.


What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)

About us - in 60 seconds!

Latest Americas Newsletter
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