Customer experience is the focus for many enterprises, with call centers looking for ways to increase satisfaction and loyalty while trimming costs. That’s also the focus of emerging call center technologies that promise to improve efficiency and productivity for the agent while improving satisfaction scores. Take a look at some of the tools shaping how excellent customer experiences are delivered:
Cloud Solutions: Communication tools delivered through the cloud are offering better scalability, agility and flexibility for call centers. Agents are able to access integrated solutions that provide comprehensive data surrounding a customer, including previous interactions and order history. A better-informed conversation allows customers to receive personalized service.
Call center managers appreciate cloud solutions’ scalability, allowing them to add or reduce the number of agents supported by the solution, with changes made in a matter of minutes, if not seconds. In addition, cloud solutions ensure that the call center only ever pays for the number of agents using the application.
Interactive Voice Response: One of the most impactful call center technologies is gaining momentum in 2019: interactive voice response (IVR). Built on the technology that brought you the original “press one for sales,” today’s IVR is a smart, intuitive tool that assists customers and allows them to interact with a call center system from anywhere and at any time.
Call centers appreciate IVR because it frees up agents to work on more complex customer issues, while IVR handles the routine calls for issues like requesting order status, paying an invoice or refilling a prescription.
Smart IVR systems are able to pull in an agent when they need to. For instance, IVR can be used in refilling a prescription, tapping an agent when the caller indicates that they have a question about their refill or when they have a change of address that needs to be logged.
A key benefit of introducing call center technologies like IVR is that it offsets the perennial challenge of call center employee retention. When agents are relieved of mundane, routine calls and are instead handling more complex customer issues, they experience an increase in job satisfaction.
Customers also appreciate the convenience of being able to access their accounts, even when it’s the middle of the night or when you’re experiencing a heavy volume in calls. Customers enjoy the ability to complete their order status request or pay an invoice without delay.
These call center technologies ensure your enterprise delivers a customer experience that builds satisfaction and loyalty, while keeping call center employees satisfied in their jobs as well.
For more information about emerging call center technologies, contact us at Cory Communications. We can help you trim costs while improving customer experiences with the right solutions.