Call Center Successes With New Technologies

Traditionally, a contact center is a way to centralize calls, reducing costs. The problem is that being stuck with this philosophy limits both the contact center potential and your investment ROI. Like the technology that powers the contact center, the thinking behind the contact center must evolve. For one thing, social media of all types is forcing significant changes—changes driven by customers and facilitated by the contact center. Getting with the program is a matter of survival.

But it goes beyond that. Think of the contact center not as an expense you have to bear to do business, but as a profit center. But do it smartly; instead of charging back sales related calls to the sales cost center, marketing-related calls to the marketing cost center, and the like, think more broadly.

Think of it as Contact Center 2.0. Your first mission, of course, is to deal with whatever issue is concerning the customer, whether it’s a sale, a complaint, a problem or a return. Here’s the key: Once you have done that, you’ve got a satisfied customer who is probably more amenable to a soft sale.

That means you have to maximize the time you have with your customers while communicating with them. But how do you do that? How do you know what to offer the customer and when they are ready to listen?

That’s where smart agent desktops come in. These add-on contact center systems aim to bring intelligence into the give-and-take between the call center agent and the customer in order to maximize the mutual experience, both in terms of profits and customer satisfaction. They collect customer data and follow business process rules set by the company for using that data. Basically, the technology collects all information about a customer, including the actions taken during every interaction, including current interactions, by both the caller and the agent. Based on that information, it will suggest to the agent in real time exactly what should be pitched to the customer, or suggest a question to ask the customer. Smart agent applications become even smarter when integrated with customer relationship management (CRM) software systems and customer analytics programs.

Here’s another idea: incorporating natural language search engines to enhance the customer experience. These technologies capture customers’ questions from all contact center channels, synthesize the data, analyze it, apply business rules, create queries for each content source that will be searched, and then find answers from those content sources.

And a third: speech analytics. This technology aggregates the unstructured data that comprises the customer’s voice calls. It then analyzes that data to determine where the contact center can improve the customer experience and the way calls are handled.

Competition is fierce, and technologies like these bring contact centers squarely into the present. Contact us to know how June Spring Contact Solutions can help you with your business outsourcing needs. Call us at (US) 408 600 2621 or (AU) 08 6102 2621. You may also check our website here. There is never any obligation until you have found the perfect solution for your business.


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