Managing Customer Interactions Can Be
of buyers switched to a competitor after they received bad customer service
of consumers would pay a higher price if it meant a better customer experience
increase in revenue seen by brands that used integrated desktop technologies
Find out more about our Contact Centre Solutions
Top 5 Benefits of Contact Centre Solutions
Provide superior, personalised & flexible customer experiences
Manage Call Resolution
Usually calls are passed on to experts outside of the contact centre. This means, even if the call is resolved, the call resolution is not logged on the CRM system because the employee outside the contact centre does not have access. Unified Communications solves this with ‘skills-based presence’, which is used to conference experts into calls, so the contact centre can manage the process and retain control from call answer to resolution.
Manage Remote Workers
Presence enables managers and colleagues to place calls directly through the office communications system and by encrypting Internet connections remote costs are also minimised. Additionally managers can access extensive reporting options to monitor and measure the performance of all staff, regardless of location. Interactions can also be tracked from start to finish and data analysed in detail.
As we all know being passed between agents is sometimes a necessary annoyance for anyone calling a customer service team. However, a UC environment can assist agents by flagging the availability of colleagues and providing immediate access to the right information from colleagues via applications such as instant messaging.
Providing multiple channels of communication gives customers the option to select their preferred method of communication. With UC businesses can manage and control every channel of communication the same way. This ensures customer service is consistent regardless of the method of communication used.
Support Remote Working
Cultivate an atmosphere of trust and collaboration between remote workers and those in the contact centre with ‘presence information’. It enables staff to quickly and easily inform each other of their status e.g. ‘on a call’ or ‘away’. This means employees in the office can feel assured that remote workers are actively working and staff at home can easily access colleagues should they need help resolving an issue.
UC is essential for business continuity for when disaster strikes e.g. poor weather conditions, public transport strikes or large public events. Unified Communications enables employees to access other departments and work from home just as they would from their desk in the office. Therefore, the customer service operation is uninterrupted and employee absenteeism is significantly reduced.