Must-Have Call Center Technology to Add to Your Business in 2018
Technology is ever-evolving across all industries, including those that have traditionally been the most dependent on human contact, like sales and customer service. In fact, much of today’s call center technology is designed to augment and enhance the work of humans, to improve overall customer experience.
This kind of technology is important for your business to stay competitive. Not only are customers more demanding than ever, they are more mobile than ever. They expect to communicate with your call center at any time, in their preferred way. Technology that supports a seamless omni-channel experience is no longer optional.
With that in mind, here are some ways technology can make your call center more valuable to customers and to your bottom line in 2018.
Customizable Contact Options
Facilitating customer contact by offering voice, chat, email, or text options is a good start. Omni-channel technology that seamlessly handles voice, chat, email, and SMS assures customers receive the same experience no matter what channel they choose. New technology can even allow customers to choose their own agent based on criteria such as product knowledge.
When a sales associate offers a smiling, “Hi, Sarah, welcome back,” to a returning in-store customer, brand loyalty gets a big lift. Automatic Number Identification (ANI) provides information on the geographical location of inbound numbers. When tied into a Computer Telephony Integration (CTI), it can automatically bring up the customer record for the call center agent to help provide familiarity and brand loyalty to the customer.
For customers, one of the most irritating aspects of online purchasing is having to repeat — or repeatedly enter — their personal information. According to ContactBabel, 59% of inbound call center contacts require some type of identity verification, costing companies billions of dollars each year in lost customers. A good customer relationship management (CRM) system will be able to instantly verify identity, eliminating a significant pain point for customers and saving call centers significant money.
You may have heard the term “data warehouse.” This is simply the term for a database in which information collected from phone calls, CRM platforms, and other key sources is aggregated. You can then leverage this data to provide customized support, add-on product sales, and marketing to your customers.
By effectively gathering and organizing data in a data warehouse, you will be able to flex marketing resources that can dramatically support your outreach efforts.
Having a well-honed quality assurance (QA) process is key to ensuring that your contact center is operating well. However, manual QA is a slow and laborious process. It can take days or even weeks to determine what the factors are that could be improved and more time after coaching to see if there has been improvement.
A voice analytics platform gives you the ability to check a number of calls from each customer service representative (CSR) on a daily basis. With voice analytics, each day you can see where agents are succeeding and where the growth opportunities are. This allows you to coach to those opportunities that day and then see the results the next morning in the form of automated graphs and analysis that display automatically for each team supervisor every day.
Voice analytics will help you improve conversation quality, optimize your Average Handle Time (AHT), and drive other efficiency metrics in a fraction of the time as compared to manual QA. If time is money, voice analytics will help you save a lot of both!
Technology in the contact center industry continues to become more cost effective every year. If you are interested in learning more about the best call center technology, please reach out to our Tech Team with questions.