Tuesday, March 20, 2018

8 ways your Contact Center Can Reduce Customer Effort

- FAQs:
Add a frequently asked questions page on your website as part of a self-service initiative. Customers can reduce effort by quickly searching and finding the answers to their questions. Often better than IVR hell.


- Direct Dial #s:
Giving customers access to contact their agents directly can save a few steps.

- Be active on multiple channels:
Twitter, Facebook, LinkedIn, Email, Webchat, SMS. It's more than just audio and your customers will appreciate the availability and a quick acknowledgement and response.

-- Team Building:
One important aspect to express in your company is teamwork. The agents should be encouraged to share ideas and experiences, good or bad, on different ways they were able to reduce customer effort.

- Trends:
Develop an ongoing cycle of agent and customer feedback and use your business intelligence tools to analyze trends.

- Training:
Explain how you define customer effort and what is expected from your agents.

- Proofing:
It is important to maintain a low rate of call backs from the customer you are contacting. Make sure quality, spelling, grammar and dates are correct.

- Metrics:
Measure and improve customer effort. A workforce optimization solution such as Virtual Observer provides tools and reports to track customer effort and allow for continuous improvement.

Sunday, January 14, 2018

5 ways Cloud Contact Center technologies have transformed your contact center

The cloud contact center layout presents a standard foundation to provide a stable and ever scalable platform, allowing customers an affordable way to offer sophisticated omnichannel customer support in a managed environment, extending a number of tremendous benefits to today's contact centers.

One underlying technology for cloud computing is virtualization.

In computing, virtualization refers to the act of creating a virtual version of something, including virtual computer hardware platforms, storage devices, and computer network resources. A virtual contact center is a contact center that is cloud-based and managed completely by the cloud provider. 

Cloud Contact Centers will often:

1) Provide big cost savings:

Cloud Contact Centers carry inherent lower costs due to increased efficiency and the economies of scale. 
Financially, virtualization has significant advantages over traditional deployment methods. One-for-one physical servers are often underutilized, likely using only a small fraction of their resources to deliver a particular application or need. Despite this, companies are still willing to pay a premium by using a single-server-per-application methodology. Cloud contact centers consolidate multiple applications into a fewer number of servers, each running more efficiently. Using less physical servers, as well as less specific and often-times limited vendor-specific appliances, allows businesses to maximize physical resource utilization and minimize capital spending.

2) Provides a greater level of security and business continuity: 

With the cloud, improved business continuity is possible, along with security compliance advantages and disaster recovery planning benefits. There are also planning advantages gained from a newfound ability to manage massive teams (potentially thousands of agents) using centralized reporting tools available in the cloud.

Disaster recovery initiatives are mission-critical and downtime can lead to lost revenue. With legacy solutions, creating a highly redundant environment was complex and extremely costly. Companies that could not afford for downtime in their communications platforms needed to purchase expensive redundant servers and additional licenses. Cloud platforms instead include features such as high-availability or redundancy and storage migration to keep applications running even in the event of a hardware failure. 

Utilizing multiple virtual servers, it is now possible to create an environment where multiple servers act as one, allowing applications to remain online automatically and seamlessly during hardware outages. Cloud service providers also provide companies with a method to create a private infrastructure for disaster recovery. Redundant virtual servers can be placed off-site, allowing systems to be accessed even in the event of a weather-related outage, power outage, or any other unforeseen event that occurs at the main office. 

3) Offers more scalability and flexibility:

Solving scalability requirements is one check off which can't be met with a legacy contact center system. No longer do companies need to worry that they’ll outgrow their phone system equipment. Deploying and maintaining separate hardware for every application is time consuming and creates a constant challenge for your internal teams to keep up to date. Systems that are virtualized can be deployed faster and maintained more easily, while reducing technology management headaches. 

4) Enhances hiring flexibility: 

With cloud contact centers, it becomes far easier for companies to hire remote workers, since the contact center solution is available everywhere. Employees can work from anywhere – their homes, a hotel room, or even a coffee shop – though noisier public areas might mean the agent can only answer texts, emails or support tickets, rather than phone calls. A reduction in commute time can also help boost agent morale. 

In addition, it means that the company does not have to invest in extra office space, desks or computers, since the vast majority of home workers provide their own devices. The recruiter gains access to a wider talent pool of agents for more specialized jobs; for example, a London-based contact center could recruit highly skilled agents in Scotland if necessary. Additional capacity is easily obtained by adding resources to the virtual servers.

5) Creates an Eco-friendly environment: 

In a world with rising utility costs, and scary levels of global warming concerns, demonstrating concern for the environment has become an essential and humane corporate concern. Eliminating the need to manage a server room’s power, cooling, and capacity is directly related to the managed cloud choice. 


Popular Posts