What do New Contact Center Managers Need to Know?
Here's how to ensure contact center success
Starting a call or contact center is no minor undertaking. There are a lot of moving parts involved in creating a memorable CX. For starters, new call and contact center managers need to choose the kind of solution that provides a pleasant user experience. Don’t forget, that same solution has the power to determine the success and or failure rate of agents. For this reason, it remains fundamental to research intuitive solutions that make it easy to run a smooth operation from day one.
West Corporation’s Senior Director of Product Management, Sascha Mehlhase, told me,
“A call center solution should be intuitive”
and believes a solid way to achieve this is by using a WebRTC. They are accessible via browser-based environments and come with valuable features such as analytics and call recording functionalities. For new call centers, WebRTCs are beneficial and accessible as well as reasonably priced. They don’t make users install plugins or native apps, and agents gain the flexibility to work from anywhere they have an internet connection.
For Contact Centers, AI is King
Artificial Intelligence has endless applications, including analytics and Interactive Voice Response, making the advantages of adopting a call/contact center platform that uses AI clear. If you’re starting a new call/contact center, you should select a solution with advanced AI functionalities and one with powerful APIs. In doing so, you could wittiness an increase in satisfied customers.
Companies like Dubber are at the forefront of implementing Sentiment Analysis technology. Through Zoe Voice AI, Dubber lets management predetermine words deemed important. Zoe then enables contact center managers to set up AI alerts for the use of such keywords during a call. When customers use these keywords, managers can step in to take action to resolve any issues that arise. In this regard, Dubber makes analyzing spoken language during calls simple. Call and contact centers, therefore, gain the upper hand on sales calls along with understanding customer behaviors – making a solution like Dubbers’ attractive to those new to the game.
AudioCodes is another enterprise using AI to its advantage, making them strong advocates for AI technology. Arieh Shemesh, VP of Contact Center Business at AudioCodes, said:
“In today’s world of omnichannel contact centers, voice still plays a role. That’s why it’s important to ensure your contact center has all its bases covered about connectivity to legacy telephony systems, Unified Communications platforms, and public telephone networks.”
“Looking forward, advances in AI and machine learning drive the integration of speech recognition and cognitive voice services to add human voice capabilities to chatbots. These elements are part and parcel of state-of-the-art contact center offerings”
According to a survey by Aspect Software, Omni-channel is more than a buzzword, and companies deploying omni-channel solutions see better year-over-year customer retention. Enterprises hoping to beef up CX are wise if they adopt omni-channel comms. The reality is customers like to feel they can access the service they need, no matter the device.
For new call and contact centers, it remains key to always consider CX. If managers lead with the customer experience in mind, finding the right omni-channel solution won’t be a difficult task.