Three Tips for Contact Center Managers
NewVoiceMedia's Product Marketing Director, Tim Kimber, offers sound advice
After company websites, contact centers are likely a potential customer’s second interaction with a brand. For this reason, enterprises should aim to create an efficient, pleasant experience. This means having the best agents, solid CRM software, and offering an omni-channel journey that feels seamless.
Digital Transformation shows no signs of slowing down. According to 360 Research Reports, the global Cloud contact center market will grow at a CAGR of 24.49 percent between 2019 and 2023. In four years, the contact center industry should reach $27 billion in revenue, up 20 billion from 2017, according to the same report.
For all the advantages Cloud contact centers bring to the table, contact center managers still face several difficulties such as long call wait times, limited resources, and how to best allocate time spent training agents. Today’s customer has even more options for reaching sales, support, and other departments within enterprises, meaning they seek equally good service, across all channels. Tim Kimber, NewVoiceMedia’s Product Marketing Director offered three tips to help contact center management to overcome these challenges.
1 – Foster a Culture of Personalized Conversations
CRMs are some of the best tools to capture customer data, including understanding the reason for their call. Kimber told UC Today:
“Although there’s no one-size-fits-all solution, you can turn CRM data into customer delight by routing interactions to the most appropriate agent, who will know who’s calling, what they’re calling about and can resolve their issues straight away”
2 – Focus on People, not just Technology
We often tend to focus on implementing new technologies into our existing business structure. We don’t spend enough time teaching agents how to best use these new systems to bring value to customers and to be productive while working.
“Technology should be an enabler to great conversations, not a hindrance. Make it easy for your contact center agents to have all the information they need at their fingertips. It should be available in a single system that automatically logs all interactions. No more toggling between systems, copying and pasting data and chasing agents to make sure they’ve captured everything properly.”
3 – Make Conversations Flow
Omni-channel communication is all the rage, with more companies realizing the importance of offering customers service on the channels they wish to use. To that point, Kimber said, “With customers interacting via the channels of their choice, it’s important to create an environment where conversations flow across every channel where companies capture data for future reference.”
“When reporting and analyzing the data to find key insights, you’ll need to be able to manage and optimize resources across all channels”
Is Cloud Adoption Ruining CX?
There are many benefits of Cloud calling solutions, including a better CX, agent experience, scalability, and even analytics to gain insight into elements such as agent performance. In a sense, these advantages are contact center’s most significant barriers.
The problem lies in the fact that management tends to focus on technology and not how technology can enhance agent performance. With a workforce of well-trained contact center agents who have a deep knowledge of the systems they use, CX will improve.