Customer experience is the most essential focus for businesses from any industry today. Companies need to ensure that they’re providing their clients with the convenient and reliable interactions they crave. However, achieving that goal can be tricky.
As the marketplace continues to evolve and the way that we communicate with customers changes, it’s not just the larger, traditional contact centres that need productivity tools to manage interactions. Medium-sized businesses, who face the challenge of managing the performance of smaller, distributed or multi-functional teams, are demanding the proven capabilities of contact centre tools, but with fewer unnecessary and complex features. Tollring, one of the market leaders in call analytics and call recording, is looking to deliver new contact centre supervisor and agent workspaces to meet this demand in the mid-market, providing accessible functionality at a reasonable price.
Supporting customer-facing agents with collaborative tools and real-time insights will mean that agents of mid-sized businesses can deliver more meaningful experiences with ease. We spoke to Tony Martino, CEO of Tollring, about the company’s latest innovations for mid-market contact centres.
How is Tollring Empowering the Front Line?
Tollring specialises in call analytics and recordings for SME organisations, to improve insights into customer experience demands.
According to Tony, there has been a rising demand for analytics that support customer-facing teams in the mid-market, so the company is increasing its focus on customer-facing teams within this arena. “We are moving into the agent and supervisor collaboration area."
"Our focus on this landscape is massively influenced by our customers, and what they need from us to improve staff productivity and customer experience”
How Are You Moving Towards the Mid-Market?
Tony told me that Tollring has been noticing a rise in opportunities within the mid-market, where many companies want key analytics and reporting solutions, but they don’t want a full CCaaS solution.
According to Tony, the ability of a supervisor to understand the needs and predict the performance of their agents is crucial. The more supervisors know about their team, and the more agents are empowered to understand their callers, the more they can deliver a better CX.
“We’re taking our portfolio to a level where we can empower the supervisor to control and influence what agents are doing. This means that companies can be more proactive, rather than just reacting to what they learn later.”
Tollring’s services are tightly integrated with their customers’ calling platforms, which allow businesses to operate without the need for dedicated contact centre infrastructure. “This is key for the mid-market.”
Enhancing Teamwork, Productivity, and Control
Already, Tollring provides supervisors in the contact centre with plenty of information they can use to manage their teams. Historical and trend-based reporting, as well as live customisable wallboards are excellent for teams. Tollring is now building on those functionalities with new levels of control for agent management, calls and queues.
“We’re supporting supervisors to use tools like analytics and predictive resource modelling to make the right decisions in real-time. This means that they can influence customer experiences in advance, rather than just reacting after the fact.”
The collaboration element between the agent and supervisor is an essential part of Tollring’s offering. Chat capabilities, callbacks, call scheduling and call escalation mean that supervisors and agents can get a better understanding of customers and deal efficiently with calls. Enabling and empowering the mid-market with actionable insights and real-time information means that fewer calls will end negatively.
Tony Martino[/caption]
