More is expected of call centres than ever before. Today, customers want options, flexibility and personalisation. What should now be called ‘contact centres’ are changing rapidly and keeping up with customer expectations is crucial.
Any contact can be meaningful contact when seen as part of the whole. Channel preference can vary contextually and across demographics. Utilise and collect data with every interaction from all kinds of phone numbers, email, live chat, messaging and social networks. Omnichannel services then enable the whole history to be visible so conversations can continue even when switching channels.
Identifying the context for any contact is key. A complete cross-channel history could highlight recent relevant events. Additionally, details can be provided by the customer through interactive voice response (IVR) maximising the information for a live agent and for call routing. It could even allow for a self-service resolution to be found.
Skill matching for live calls through automated call distribution helps direct queries to the right agent, offering the best step as the first step in contact. This alongside efficiency boosters like VIP response and callback functions can reduce handling time and improve productivity.
Automation has its place too, but it should assist, not replace agents. Automating the right things can bring instant results. Callback, notifications and IVR payments can offer self-service and digital deflection when desired. This importantly diverts simple, repetitive tasks away from agents who can then specialise to offer deeper understanding and quicker solutions to more complex queries.
Many tools are available to improve performance. Real-time monitoring, call recording and quality monitoring give the professional records needed for feedback and coaching. Statistics, analytics and surveys create the data needed to plan impactful strategies.
Interested in a unified agent console with 360o customer view?
Contact us to learn more.
More is expected of call centres than ever before. Today, customers want options, flexibility and personalisation. What should now be called ‘contact centres’ are changing rapidly and keeping up with customer expectations is crucial.
Any contact can be meaningful contact when seen as part of the whole. Channel preference can vary contextually and across demographics. Utilise and collect data with every interaction from all kinds of phone numbers, email, live chat, messaging and social networks. Omnichannel services then enable the whole history to be visible so conversations can continue even when switching channels.
Identifying the context for any contact is key. A complete cross-channel history could highlight recent relevant events. Additionally, details can be provided by the customer through interactive voice response (IVR) maximising the information for a live agent and for call routing. It could even allow for a self-service resolution to be found.
Skill matching for live calls through automated call distribution helps direct queries to the right agent, offering the best step as the first step in contact. This alongside efficiency boosters like VIP response and callback functions can reduce handling time and improve productivity.
Automation has its place too, but it should assist, not replace agents. Automating the right things can bring instant results. Callback, notifications and IVR payments can offer self-service and digital deflection when desired. This importantly diverts simple, repetitive tasks away from agents who can then specialise to offer deeper understanding and quicker solutions to more complex queries.
Many tools are available to improve performance. Real-time monitoring, call recording and quality monitoring give the professional records needed for feedback and coaching. Statistics, analytics and surveys create the data needed to plan impactful strategies.
Interested in a unified agent console with 360o customer view?
Contact us to learn more.
