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6 Technologies for CIOs to Revamp Contact Centre Operations
Don’t let the contact centre chaos be the reason for the clients to choose the competitor. Tech breakthroughs are here for assistance.
FREMONT, CA: Gone are the days of competing on price and product alone. Today, brands are increasingly leveraging the power of customer-centric care and personalised experiences to differentiate themselves from their rivals. However, contact centres in Europe are still in its infancy of moving from a cost centre to an experience-driven revenue generator. In today’s highly competitive business environment where brands are competing for customer loyalty, the role of contact centres is gaining prominence as the solution for how to deliver active customer service. Today, European businesses cannot ignore the fact that how essential and effective contact centres are in providing efficient customer support for brands. A digital contact centre rearchitects the customer experience from start to finish. CIOs are recommended to go beyond the traditional servicing programs and work on tech advancements to revamp the call centre operations and to boost the return on investments. Here are some contact centre tech innovations that CIOs must be excited about.
• Predictive Dialer
A predictive dialer can automatically dial from a list of customer contacts. This helps save agent time as the dialer will detect signals, voicemail messages, disconnected phone numbers, and where there is no answer from the customer’s end. Predictive dialling is applicable across all channels, including mobile, text, social media, chat, and email. It identifies a customer’s preferred channel of interaction and delivers the interaction directly to a contact centre agent upon the answer. It can also be used to offer proactive outreach in the case of any emergency or to update a customer on where their request is in the queue. Predictive dialers that integrate lead management function have the potential to organise lead data, sales data, customer history, and contact information in one single place. It can filter out do not call numbers or answering machines to offer direct access to the strongest leads. Predictive dialer automates and captures all call activities directly into the customer relationship management for stronger lead management while also providing valuable real-time metrics for greater sales and marketing practices.
• Voice Biometrics
Contact centre fraud is a growing problem that enterprises around Europe are struggling to mitigate. This is especially common in contact centres where sensitive information is often protected through age-old security methods like passwords and security questions. Voice biometrics has emerged as a proven solution that contact centre CIOs can use to stop fraudsters. It has now become a reliable way to authenticate a person’s identity because it is unique to each individual. Voice biometric software is crucial for preventing fraud and saving time and money for enterprises. By reducing risks, agents can spend their time focusing on customers, not fraudsters.
• Universal Queuing
The aim of universal queuing is to pool customers on hold into one waiting list, regardless of their channel of contact— whether it is through phone, email, chat, or social media. Having a universal queue of customers brings improved consistency and efficiency of service for the customers. The solution allows contact centres to deploy state-of-the-art customer service platform, managing every customer interaction consistently. Other significant advantages that a universal queue solution can provide to contact centres are the unified interface, real-time graphical representations, activity history, advanced trigger-based notifications, and speech analytics.
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• Visual Interactive Voice Response
The next evolution of IVR is visual-based. Visual IVR guides customers to answers with the aid of touch-screen menus made responsive to customers' smartphone. Reports suggest that when given a choice, customers are choosing visual IVR over traditional. With visual IVRs, callers can take advantage of self-service features. A more in-depth, skill-based call routing is provided with its artificial intelligence and natural language processing ability. Visual IVR also aids in real-time collaboration for exchanging documents to reduce the average time for handling a customer. With the rising prominence of visual IVR, contact centres are preparing themselves to give their customers more choices, addressing user needs better.
• Workforce Management Software
Workforce management software can forecast the volume of customer interactions, whether they are through phone calls, email, or instant messages. Call centre managers can use the forecasts to hire the optimal numbers of agents to ensure that customer transactions meet a level of customer service standard; these systems often tie into other workforce optimisation solutions to offer the tools to empower call centres. The workforce management system has many tools to manage the workforce better. It can distribute agents according to requirements, ensuring that agents meet service level targets by optimising workforce as per adherence and reschedule work as per call volumes.
• Computer Telephony Integration (CTI)
CTI is the technology that enables computer and telephone systems to interact together. Contact centres implementing CTI can use computers to manage all telephone calls, which can translate to increased efficiency and better results. When contact centre agents use CTI, a pop up showing the caller’s account information is displayed on the agent’s computer screen. Computer telephony integration into contact centres opens the door to a more flexible way of operation. Regardless of the size of the contact centres, the transition to CTI from traditional methods can help firms stay on top of any customer support requirements.
In the modern oversaturated market place with thousands of choices to choose from, consumers are in charge of their buying choices more than ever, and a brand’s successful execution of these technologies has the potential to create a competitive advantage based on personalised and unique customer experience. Having all these technologies in place, CIOs can run their contact centre operations smoothly, which is crucial in giving the customers an experience worth returning for more business.
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