So, what can you do to ensure that your customers do not experience these every day, incredibly frustrating interactions with your contact center? Before they complain about it in Twittersphere!
Make it easy and just be smart! Below are some tips:
Keep it Simple – The setup and management of your contact center should be quick. In a cloud-based Virtual Contact Center environment, business users can set it up in a matter of minutes and be using the application effectively very quickly. Changes and updates are also simple in the cloud, leaving no reason to rely on our good friends in IT to make all the changes or updates.
Make it Manageable – Many legacy routing systems and front-end IVRs require significant infrastructure investment and maintenance. The process for making routing updates or an alteration to the IVR is cumbersome and time-consuming. The alternative: a Virtual Contact Center that is on-demand, enabling real-time changes. For example, for seasonal surges like the holiday season, you should have the ability to add new agents instantly to your system to assist in handling increased call volumes.
Automate it – While virtually all callers think they need to talk to an agent, the reality is many can self-serve if given the right options. For instance, an IVR can identify the caller ID of a customer, run a check against the CRM system and then provide a personalized experience. My personal favorite airline uses this method to greet me by name. Most of the time, you can answer the caller’s question within self-service and the customer does not need to speak to an agent. You save money AND the customer is happy with their quick call.
Turn it on now – A major benefit of a cloud-based Virtual Contact Center is the fact that it is on-demand. You can sign in from any browser and quickly set up your agents, supervisor monitor, and business rules for routing. Being able to manage and take calls from anywhere lowers your cost of on-boarding agents, and provides a flexible work environment. Since this is all in the cloud, no technical coding required.
Track it – Once your Virtual Contact Center is deployed, it is imperative that analytics are set up so you can identify the success or failure of your customer interactions. While success is good, when failures happen it is important to identify them quickly, and then have the ability to easily make changes to the application to fix then and continuously improve the customer experience. Analytics are the key to understanding your operations and creating a great customer experience.
Sound smart? You can get started by watching our demonstration Set-up and Deploy a Cloud Contact Center in Minutes, Not Weeks.