The growth of the virtual contact center is being driven by the coalescing of cloud computing, embedded analytics, multi-channel interactions and a growing renaissance of voice communications in customer experience. A cloud-based virtual contact center melds integrated voice recognition (IVR) and automated call distribution (ACD) features that allow you to rapidly deploy a contact center with minimal upfront investment and ongoing maintenance costs.
As organizations consider the move to a virtual contact center, here are seven factors to bear in mind:
1. Quickly respond to changing business and customer needs. Virtual contact centers (VCC) form the cloud deliver cost savings and can provide greater visibility into customer service operations. A VCC lets you proactively update your contact center in real time, and when paired with an analytics solution, can generate business insights that improve both decision-making and organizational agility.
2. Ensure your VCC solution integrates well with current CRM platforms. Out-of-box integration with CRM platforms, like Zendesk and Salesforce.com, enables organizations to easily identify the customer history and anticipate why customers are calling by using the data already available in the CRM system. Also, by arming contact center agents with customer information from CRM systems before a call is transferred to them, the agent has the opportunity to give customers a personalized experience based on their current customer journey, which is crucial to building brand loyalty.
3. Don’t settle for slow or drawn out implementation processes. By investing in a cloud model, organizations gain fast and easy deployment of contact center solutions. Best-in-class virtual contact centers allow organizations to scale operations quickly and handle growing demand or traffic spikes without failure or the need for additional capital investments – helping realize immediate ROI.
4. Ensure your virtual contact centers deliver end-to-end customer visibility. Advanced analytics should be part of any virtual contact center solution to track each customer’s experience from start to finish. This will generate a 360-degree view of each customer and enable businesses to continuously improve the customer experiences they are providing.
5. Keep contact center talent happy. Empowering contact center agents to serve customer needs from any location, at any time, using anything from traditional phones to mobile devices will boost morale, and lower the typically high churn rates for this type of job. Organizations find they can dramatically improve their ability to retain the best talent and improve the flexibility of service operations by enabling contact center agents to complete daily work-related tasks from any location, using any type of phone or mobile device.
6. Accelerate the creation and maintenance of profitable customer engagements. Analytics should be primary in any virtual contact centers solution, to track all call details including date and time, caller ID, IVR responses, call transfer information, and talk time, plus historical reporting to see how your call metrics change over time. Measure the success of an automation effort, and determine which customer profiles respond best to automated IVR services.
7. Strengthen customer loyalty with proactive provide customer communications. Proactive outbound notifications can improve the customer experience with automated reminders about enrollments, changes to service, payment reminders, and fraud alerts, preventing inbound calls and further reducing contact center costs.
Want to see how quick and easy it is to set-up the Genesys virtual contact center? Register for my live demonstration Set up and Deploy a Cloud Contact Center in Minutes, Not Weekson March 27.
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