Most companies have an informal contact centre and just don’t realise it. Whether you have 5 or 5000 employees or more, who regularly take or make calls, or, to be totally correct, “interact” with your customers you have some kind of contact centre.
Today, more than ever, businesses have to react to their customers quickly and efficiently to maintain their “brand”, position and retain client loyalty. This is becoming even harder with the customer having so many options to contact you now, the digital world is replacing the traditional voice way.
Organisations, across a broad range of industries, are now putting customer contact at the top of their priority list, not just voice but full omni channel solutions.
The flexibility of a cloud-based contact centre enables companies to assemble a diverse team of agents anywhere in the world, talking on their customers platform of choice.
Contact centre solutions that do not provide excellent access to customer history and effective skills based call routing will ultimately reduce your chances of first-contact resolution and restrict good customer relationships. For a customer there is nothing more frustrating than having to repeat the details of an issue to a new service agent if their query is passed from one agent to another, and frustrated customers will show their dissatisfaction through their wallets.
AI can assist us with building a unified customer profile that will ultimately allow us to deliver far greater personalisation, which in turn can lead to a much better customer experience. In addition, Digital Contact Centre solutions with self-learning capabilities can improve results based on contact patterns, facilitate skills based routing and provide smart suggestions to agents during interactions.
There are certainly many benefits in common with a cloud based UC platform that far outstrip traditional on premise solutions. For instance, the major benefits of a cloud Contact Centre are brought to life through tightly coupled integrations, agent collaboration tools, omni-channel interfaces and artificial intelligence that can both automate customer resolutions and provide actionable insights into your customer service delivery.
Why choose us
We work in true partnership being accountable for everything we do. We do not believe in making things sticky for customers or hiding behind contracts, we simply want a relationship that works both ways. If we do not deliver then why should you be held to a contract? We are a monthly pay as you go service that you can turn off, on or scale both up or down at a moment’s notice.
Technology and the way it is delivered has changed so much today. A few years ago you would have needed a large capital investment to reap the benefits of the latest technologies, now, most technologies are delivered as a service. This keeps upfront capital outlay down, whilst increasing your customers experience from the outset with minimal investment.
Contact centre solutions should provide excellent internal collaboration, access to customer history and effective skills based routing with an omni-channel offering to increase your chances of first-contact resolution and facilitate positive customer experiences. For a customer there is nothing more frustrating than having to repeat the details of an issue to a new service agent if their query is passed from one agent to another. Frustrated customers will show their dissatisfaction through their wallets.
With the social and digital channel proliferation your digital presence is a key component of your brand identity, so it is vitally important that the customer support you provide though online channels upholds the core values that underpin your brand. In the world of business management there are countless indicators of customer satisfaction, but one popular measure of customer loyalty is the Net Promoter Score® (NPS). Studies have shown a direct link between NPS and the number of digital channels that a service provider offers for customer contact. The key finding of these studies is that the most significant gains in NPS are found with companies offering upwards of 8 digital channels. In fact the typical NPS of a company offering just one or two channels is 30% rising to 70%, or higher when eight or more channels are offered.
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