Modern, profitable companies treat customer relationships like an important assett and, therefore, customer experience management is something they invest in constantly.
Lately, this experience went almost totally digital. Even if the majority of customer communications are still voice-based, consumers often choose digital methods, such as email, SMS, web chat or social media to contact the companies they interact with. Furthermore, they expect the company to interact with them through the medium of their choice and to be able to switch between one medium and another whenever convenient.
That is why, today’s customer experience must go beyond customer-initiated interactions to deliver proactive contact and to empower customers with self-service capabilities.
For all those reasons, it is your responsability to make the best out of your contact center solution and Telecom Data Consulting is here to help you.
Here are some facts that we often see in our daily experience and that allow us to underline some aspects that you need to take into consideration when choosing your contact center solution:
It is important to realize how much can the implementation of self-service interactive voice response help you. Not only that it reduces costs, since an IVR interaction is a lot more cheaper than a live agent interaction, but it also allows you agents to deal with more important tasks, while the IVR system deals with the simple interactions.
For the best measurements and conclusions, it is necessary to combine reports of different business levels. With today`s solutions, managers can remove and combine statistics from various reports, create custom calculations and combine data from different tools.
We do live in an era of social media, where everything starts on Facebook or Twitter or any other network of this kind. So one should consider implementing social media monitoring in one`s contact center solution in order to keep up with the way communication is developing in today`s society.
Usually, our clients use de inbound and the outbound systems differentiated. However, the new tech tools allow a call center to combine them for a higher productivity and efficiency. Between incoming calls, agents can make outbound calls, such as marketing campaigns and sales follow-up. This leads to a really productive shift for a contact center agent.
This solution has all the benefits and functions of an on-premises solution, but it also helps in reducing costs with the IT staffing, the hardware admin while providing data protection, security and increased scalability and flexibility.