5 Steps to Transform a Call Center.
The call centers of the past could be defined as ‘tactical’ or ‘reactive’ solutions. Their function was to allow customers to communicate with a company if an issue arose, but they weren’t built to draw a customer in and leave them feeling satisfied with their overall experience.
Time is a valuable commodity in the digital age, and nowhere is that truer than when interacting with customer service platforms. Customers want service on their terms, with minimal wait time.
It’s not that companies didn’t understand that happier customers lead to more conversions, but that the technology wasn’t there to allow for a seamless experience where a customer’s needs could be easily met.
Omnichannel to transform your call center
Two decades ago, the most progressive contact centers were effectively blending a couple of channels, typically voice and email. Today, it’s commonplace for companies to queue and route inquiries by phone, email, social media, and chat.
With an omnichannel contact centre, the customer has ease of communication and can decide the time and mode of communication as per their personal privileges. Your customer can now have just one complaint, mutual timing, and easily findable solutions. Omnichannel syncs up all your data, so customer service agents know if it’s your customer’s first time reaching out.
Agents have to handle different support interactions in a day, and the lack of an integrated agent desktop is a leading productivity challenge. Omnichannel contact centre software helps lower agent effort, brings higher agent productivity, higher customer satisfaction, and less customer effort, lowering operational costs in turn.
When an omnichannel solution bundles knowledge management and data analytics, provides a 360° approach, and enables call center metrics like SLA, AHT, and C-SAT to be met, it not only increases the chances of a customer coming back to you but also diminishes the churn rate.
How the ConVox Solution can be helpful to solve the problem:
We believe that every business, irrespective of its size, should be able to utilize all call center features. We are a premier provider of call center solutions and come with a versatile range of customization options as per business needs.
To meet the challenges of digital customer journeys and offer a streamlined customer experience, “ConVox Omnichannel” has been created and refined through several experiences with different customers over the past decade.
Our omnichannel contact centre solution lets you manage all of your customer interactions like a single conversation thread, no matter what channel they’re on: phone, text messaging, email, web forms, chat, or social media.
We have placed ourselves at the epicenter of this emerging industry trend away from traditional contact centers towards an omnichannel approach that will soon come to dominate the digital age. Join us and take your business to the next level.
