Customer Engagement Key To Contact Center Success


    Contact centers represent more than just an initiative in customer service, they are symbolic of the whole company. When a caller has an issue with a product or service, they will seek out assistance from a call center representative. It is the resulting interaction between these two parties that will define the customer's view of the organization moving forward. 

    This is why client engagement is so critical for success in business. Contact center employees need to be equipped with the right tools in order to process any possible request over whichever medium the customer wishes. There needs to be an invested interest in enabling these staff members to present their caller with a solution upon initial contact. The presence of this ability on every possible channel, from voice and instant messaging and even social media.

    "The world of business, they say, is like a game," wrote Business 2 Community contributor John Borillo. "You play it in order to win. Thus, taking risks via putting in such tools as customer service channels in almost every conceivable place is one of the ways to try and ensure that you're on your way to success." He added that this requires strategizing and even reflecting on what has worked in the past and where the company has fallen short.

    Advanced call center software is a major asset in a mission for customer satisfaction and engagement. By seeking out solutions that streamline multiple telecom platforms and tools into one convenient interface, employees will be able to retain business while attracting a larger clientele.

    Age Of Social Media Increases Scrutiny

    What has been interesting about services like Facebook and Twitter is not only how they have created new ways for people to connect, but they do so in a more public way than ever before. It seems as though that there is a new PR disaster in the news every other day, and many are related to poor customer service. Patrons of a business can now voice their grievances on a digital soap box, lighting up feeds and walls for everyone around the world to see.

    This development is considered somewhat of a blessing and a curse. While it raises the stakes of customer service, so to speak, it also provides contact center representatives the opportunity to expand the effects of their help. If situations are addressed promptly and at least somewhat publicly, there will be a reputation that spreads around the Internet regarding a particular business as one that cares about its patrons. 

    Streamlining Multiple Experiences

    The consumerization of IT has put many channels of communication into one device. As smartphones and tablets become capable of doing more, it stands to reason that their users are going to discover new preferred methods of communication within them. Now that social media is accessible anywhere from mobile machines, it has become a channel for connection as powerful as telephone calls. 

    But this is where many contact centers can run into trouble. The landline phone, for as long as it has been around, has generally existed outside of the IP ports where many of its telecom peers reside. This means that, not only are representatives using more than one program or application, but there are various machines involved in operating them. Switching between several tools and interfaces to accomplish tasks can be a major blow to productivity.

    This is why so many companies are switching to VoIP phone systems for their call center operations. By regulating voice to the data line, employees can send and receive calls from a softphone application. This means that - depending on the application in play -  staff members will simply be able to navigate to the voice function as if it were any other tool. This allows for a representative who has everything that they could possibly need all in one place, promoting a high volume of work that is completed efficiently.

    As customers needs continue to change, businesses need to keep up. New tools and features are appearing in telecom platforms and services every day. In order to stay abreast of current developments, organizations that operate contact centers need to put unified communications infrastructures at the top of their priorities.




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