Advanced Features to Improve CX in Smaller Contact Centers
In the past, many smaller contact centers, typically in small to medium businesses (SMB), looked enviously at their larger counterparts who were able to use customer experience technology that helped them optimize the customer journey. Fortunately, customers of all sizes have been able to deploy innovative features like intelligent routing and media blending to drive up those ‘first call resolution’ rates that we all know can increase customer satisfaction dramatically.
Advanced call routing
Some SMB contact centers need more advanced call routing than their PBXs offer. For businesses like these, advanced call routing may be able to help automatically route client interactions to the appropriate department or individual within the company. It can probably even be linked to the company's customer relationship management (CRM) database in order to identify the most appropriate destination for each incoming call.
By routing media to the right person at the right time, you can dramatically improve first-call resolution rates, saving both time for both your customers and your employees. Advanced call routing also enables more efficient and automated call handling decisions, and improves the level of service offered to customers through the CRM integration.
By utilizing selectable events, managers can create unique ‘if-then’ routing rules that define an action that should be initiated when a selected condition occurs. In fact, routing rules can even contain multiple conditions and actions, allowing for unlimited event-action combinations. Think of this functionality as a ‘virtual supervisor.'
For example, an organization might want to create a rule to automatically route calls to a different group when the clock hits a certain time, or automatically log in additional agents when there are too many calls waiting.
Here are some other features your might find in advanced call routing:
- Routing of additional media types such as email, fax and SMS
- Routing of other media based on agent skills
- Dynamically changing routing based on real-time queue conditions
- Historical call routing to automatically route subsequent calls back to the same agent based on caller ID (this can be a pleasant surprise for a customer who remembers something else they needed after they hung up).
Blending different types of media into the contact center
Today, customers often want to reach a company in ways beyond a traditional phone call. If you want to ensure your business can serve these customers well, then you might want media blending capabilities.
With advanced call routing and media blending functionality, your business can easily route different media streams to agents within a queue, just as easily as you would voice calls, allowing both your and your customer to make the most efficient and effective use of everyone’s time.
For example, when you implement media blending, customers are able to contact your business in the way that works best for them and their busy schedules, and the system doesn't route additional interactions to your your agents until they have finished the interaction that they are currently involved with. This makes it an invaluable application for those contact centers (or any general business) that are looking for an easy, cost-effective way of providing customers with a choice of how they will interact with agents or individuals within the business.
With media blending capabilities, your business can create a single or multiple queues to handle common forms of other interaction media. This includes emails, faxes, voicemail and mobile text messages (SMS).
In fact, media like fax may be automatically converted to a more convenient format, like email, so that agents can receive multiple streams of media in a single inbox. Different streams of media can automatically be distributed among agents within the queue using desired service levels, agent current work load, agent skill set, and time of day, ensuring optimum group efficiency and staff utilization.
As agents respond back to the various interactions, statistics should be captured by your contact center software. If you really want to get a clear picture of how your media blending is working, combine it with monitoring/reporting software functions to monitor media both historically and in real-time—giving your business a complete picture of your customer activity.