Thomas Rødseth, VP Product and Marketing at Puzzel (formerly Intelecom), advocates taking a cloud-based approach to empowering next generation contact centre agents.
A cloud-based approach can empower next generation contact centre agents
The seismic shift in consumer behaviour over the past few years has brought fresh challenges to organisations looking to respond with fast-moving, efficient contact centres to match. The prevalence of social media and 24/7 connectivity, made possible by mobile devices, conspire to make instant responses and a single integrated interaction critical to running a successful customer service centre.
The evolution from a multichannel to an omni-channel environment that delivers a fast, seamless yet highly personalised experience to customers, whatever channel they choose to use to communicate, adds additional pressure. Any breaks in communication are opportunities to lose customers and prospects, which means that agents need to be adept at managing the different demands of voice and text based communication, such as social media and web chat. Choosing the right staff and training them is now more important than ever before.
Fortunately, help is at hand. The advent of cloud-based technology brings out the very best in today’s multi-skilled agents, empowering them while putting managers in control and delivers true social customer service. The 100% web-based nature of cloud technology means users can access the system from any location and from any device via an Internet connection, thereby vastly improving the speed and first contact resolution expected from an increasingly demanding client base.
Here’s how to build the next generation contact centre in the cloud. Select technology solutions that offer:
These solutions can be integrated into any third party CRM system and link seamlessly with other directories such as Microsoft Outlook and Microsoft Skype for Business to improve accuracy and responsiveness in one go.
Multi-skilling agents can help drive a more efficient contact centre operation and the answer to managing and empowering them lies in the cloud. Make sure you’re not left behind by deploying the latest technology to reduce costs, by staffing to meet demand and driving business growth while providing next generation customer service with the next generation of multi-skilled agents.
About Thomas Rødseth:
Thomas has worked in the telco sector in Europe for over 20 years, including companies such as O2 and Telenor. He has a background in managing large contact centres, employing more than 1,000 agents, giving him first-hand experience of trying to achieve operational efficiencies whilst delivering a great customer experience.
Puzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
Published: Friday, May 12, 2017
Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
|2.)||Lieber & Associates|
Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
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.
*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