Forget call centers, contact centers are the future
~ Data driven, multi-channel contact centers elevate the customer experience ~
Fans of Friends may recall the episode in which Phoebe works as a call center agent for Empire Office Supplies, desperately trying to sell as much toner as possible. Luckily, the times of isolating cubicles and reams of contact lists are over and contact centers are the way forward. Here, Renaud Charvet, CEO of business phone system software provider Ringover, explains howdata driven contact centers elevate customer experiences.
The US remains a global competitor in the call center market. In fact, Statista reports that over 100 call centers opened up across the nation in 2021, more than any other region worldwide.
Call centers’ primary industries include financial services, technology, media and telecommunications. The South is particularly significant for call and contact center operations, as Texas has the highest employment in telemarketing with approximately 22,500 employees, followed by Florida with 15,000 workers. But times are changing for many of these facilities. We’re seeing a move from what’s traditionally considered to be a call center, and towards the notion of a contact center.
Instead of relying on just one communication channel — the telephone — contact centers are multi-channel facilities that use several forms of communication to talk to their customers. They rely on advanced analytics to learn more about the people they’re contacting and dig deeper into data to inform their decisions. So how can a call center become a contact center?
The relationship hub
Call centers have long been considered as a means of making sales and dealing with customer problems. General strategy has been to react to the needs of the customers, rather than adapt. A contact center goes beyond the immediate goals of making sales and managing complaints, and is instead, positioned as a hub for all forms of customer relationship.
A contact center is where all critical communication from customers comes in, and everything customers tell agents inform a business of what their customers are like, how they’re feeling, and what is and isn’t working. That doesn’t mean contact centers aren’t making sales calls and dealing with customers — the key difference is that they’re capturing data from customer interactions and using it to benefit all areas of the business.
In a contact center, data is king. A customer relationship management (CRM) infrastructure is an essential piece of contact center technology that’s used to track, compile and analyze all areas of communication. A CRM stores information such as who has been contacted, how many times they’ve spoken to an agent and whether they’ve made a purchase in a single system.
Generally, a data-driven contact center gathers relevant data from multiple channels — be it via the phone, email, webchat or any other platform. This data allows contact center agents to gain insights on their target audiences, allowing them to offer personalized services.
Typically, a contact center team will have an overview of not just who they have contacted, but other data including what stage a sale may be at, who their direct contact person is, how this person prefers to be contacted, what language they speak and what information was previously provided. This data, and having easy access to it, sits at the heart of any successful contact center.
Rise of the super-agent
If a ‘bot can do it, why should a human? The "super-agent" is the idea that using technology and automation can move every agent in the contact centre up a notch, elevating their level of expertise. The process of creating super-agents involves automating administrative tasks that take up valuable employee time, and gives agents time to focus on more advanced responsibilities.
A good CRM system that’s linked to the contact center’s calling system also helps create super-agents. Aligning a center’s CRM with its cloud-calling system means customer data can be updated in an instant, without manually adding in details. Some CRMs even have automated features that "listen in" to phone calls and make transcripts for the contact agent to review later.
Promoting better business relationships can be further enhanced by implementing an advanced call routing software solution like Ringover’s. Having call routing software connects callers with qualified agents that have the skillset required to best assist the customer, without needing to bat them between agents before reaching the right person.
Call, or rather contact, centers continue to play a crucial role in building better relationships. But there is no need to opt for yesterday’s lines of desks and endless printed contact lists à la Friends’ Empire Office Supplies. Embracing the contact center allows employees and customers to have simpler, more meaningful conversations.
About Renaud Charvet:
Renaud Charvet is the CEO of business phone system provider, Ringover.
Ringover combines unlimited calls, group messaging and video conferencing into one easy-to-use app. You can integrate it with your CRM and helpdesk tools in just a few clicks with no expertise needed. It's the complete contact centre package!
Published: Wednesday, April 19, 2023
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.
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.
Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!
We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!
Try it free for 45 days!
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.
LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.
Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!
Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!
OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
|7.)||Teckinfo Solutions Pvt. Ltd.|
ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.