max
Max Ball
June 8, 2018
Omni-channel contact center
Omni-digital customer strategy

Contact Center Technology Every Enterprise Needs To Provide More Effective Customer Support

Contact center technology improves customer experiences

Companies that don’t focus on providing good customer experiences are not just leaving profits on the table – they’re blatantly losing money. Research bears this out: Poor customer service costs businesses $62 billion every year.

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Innovative contact center technologies improve the customer experience

One surefire way to satisfy customers is to ensure a productive support experience. But if it takes too long to answer questions and solve problems, communicating is clunky or the customer has to repeat critical information more than once, then you’re setting yourself up for failure.

Instead, set yourself up for success. Discover and understand the many benefits of incorporating a cloud contact center solution – one that will enable your customers to communicate the way they want, share information easily and seamlessly, and make it easy to reconnect.

Communicate how they want

Empower your customers by letting them choose how they communicate with you. Contact center technology that incorporates the most popular communications methods – including voice, chat, email, SMS, and social media services lets you meet your customers by the method most convenient to them on the device of their choice. This not only enhances the customer experience, it also promotes faster issue resolution.

Share information easily and seamlessly

A collaborative, cloud-based contact center enables the customer to more easily communicate among departments in real time as well as easily share a wide range of files through drag-and-drop uploads or via cloud storage services. Businesses will also be able to solve problems faster by investing in contact center technology that allows customers to share their desktops and authorize remote desktop control.

Think about it: Inviting a customer to communicate with service and support personnel, internal experts and account managers demonstrates their importance to you and your commitment to resolving their issues.

Make it easy to connect with callbacks

It’s frustrating to try and connect with customer service and no operators are available to help. Instead of having keeping your customer waiting on the phone, you can give them the convenient option of calling them back. Also, when a chat or call suddenly cuts off, chances are the customer will not be able to locate the same agent, and the issue will need to be explained again. Contact center technology such as embedded callback links allows customers to quickly connect again with the right agent and pick up where they left off.

Collaborative contact center technologies promote greater business productivity

Businesses can reap many benefits from a cloud contact center solution, too. Employees need readily accessible, easy-to-use tools to help them complete their tasks efficiently and accuratelyand the right ones should always be at the ready. According to Aberdeen Group, the average contact center has 20 vendor relationships, a number that could produce a confusing slate of solution choices.

The point is to help you employees work easily. Remember: Employee turnover is one of the most challenging aspects of maintaining a contact center. Improved working conditions promote greater employee retention. Other benefits of a collaborative contact center include: 1) seamless access to experts and teams, 2) real-time collaboration among remote teams, and 3) efficient task-creation and management.

Seamless access to key departments

A cloud contact center is purpose-built to tighten the several tiers that have traditionally formed the base foundation of a contact center. In a traditional contact center, the PBX system is not connected to the contact center, which can create challenges since many issues need to be addressed by those outside of the core customer support team.  Collaborative cloud contact centers break down barriers between the contact center and key departments, enabling customer support teams to leverage chat, voice, and SMS to communicate in real time with internal experts.

Real-time collaboration among remote teams

Traditional contact center support is usually siloed. A customer’s initial contact will often address and resolve the most common questions before an issue escalates to specific departments and more specialized support. When it escalates, if often involves departments that: 1) aren’t directly connected to the contact center and 2) require additional information contained in documents and files. That also slows resolution time and leads to a less-satisfying customer experience.

With a cloud contact center solution, team members inside and outside the contact center can join conversations, share documentation, and quickly get up to speed on complex problems or issues. Additionally, agents are in better position to collaborate and support each other, creating greater efficiencies and teamwork throughout the organization.

Efficient task-creation and management

Collaboration tools in a cloud contact center enable tasks and action items to be created and assigned based on project type, urgency, complexity, and other categories. Stakeholders have ready visibility into all timelines, can communicate with each other from any device and are able to share large files through cloud storage such as Google Drive, OneDrive, Box, Dropbox, and Evernote.

Overall, businesses with a cloud contact center can expect cost savings through quicker onboarding of new agents, more efficient resource usage, faster contact resolution, and – the ultimate goal – greater customer satisfaction.

Learn more about RingCentral’s cloud contact center solution.