Why Contact Centres are the key to happier customers

In an increasingly digital and connected world, customers have come to expect 24/7 access to businesses and their services. But as you increase your customer interaction surface area by adding more and more customer contact channels like voice, chat and email to your systems, the complexity of managing those interactions increases and you run the risk of customers slipping through the net.

Contact centres offer a smarter way to work, simplifying how you interact with your customers.

A TRUE OMNICHANNEL EXPERIENCE

Contact centres make it easier for customers to engage with businesses using the communications channel of their choice. As a cloud-based solution, they are increasingly designed to work in conjunction with a unified communications (UC) platform and can provide a seamless customer experience across both front and back-office contact centres, and agents. With an integrated solution, users existing within the unified communications platform can be easily enabled as contact centre agents.

Offering a rich customer contact experience for voice email and web chat interactions, contact centres are typically compatible with a broad range of desktop handsets as well as softphones. This allows an agent to work from anywhere on any device often with only the need to access a supported browser.

REACH NEW HEIGHTS

Using a contact centre provides your customers with a tool that encapsulates all touchpoints and channels, enabling them to have a holistic, frictionless and elevated experience while empowering your employees to offer them that outstanding service.

Some of the benefits include:

Always Connected

Modern contact centres are typically web-based hybrid working, meaning your workforce can use any device, anywhere to work, but the quality of the customer experience is always maintained.

Always live

Web-based ‘drag and drop’ administrator interfaces allow communications channel routing changes to be easily made within minutes without the channel going offline and critical customer interactions can continue with interruption.

Always reporting

Effective contact centres enable multiple reports to be created across all channels which can be viewed in real-time for fast, accurate decisions. Reports can also be scheduled and delivered to managers as and when they need them.
Best of all, it can be integrated into your business’s CRM function, allowing you to store all the details from all customer interactions over multiple channels in one centralised location. So your agents no longer need to play bad hold music for minutes at a time as they scramble to find customer details.

To learn more on how you can empower your agents and customers with a complete contact centre solution, check out our ‘Contact Centre e-Guide’ above.