You are not the first to hear that companies must be available.
If you are not available, you probably do not have satisfied customers.
If consumers are anything, besides demanding, they are very specific about requirements. A customer expects the companies they buy from to be reachable quickly, easily, and in several ways.
So let us talk about availability. No, that was a lie, let us stay on topic.
We will go through what a Contact Center is, its benefits, and how to implement one.
This is a Contact Center
A Contact Center is the optimal solution for customer interaction. Through an omnichannel structure it brings all incoming communication together in one app. The goal is to deliver an efficient and streamlined customer experience, no matter how the customer reaches you.
A Contact Center handles several types of channels in the same application, including:
- Calls
- SMS
- Social media
- Web chat
Benefits of a Contact Center
With a cloud based Contact Center your staff can work anywhere at any time. Remote work is not a problem.
You can administer all channels in a single platform while gaining a clear overview of performance. By integrating everything from CRM systems to video you create a truly seamless experience both externally and internally.
Some obvious benefits include:
- Scalable cloud service that supports all channels
- Real time monitoring of SLA levels, queues, agents, and statistics
- Integrations and callbacks
Why is a Contact Center important
A Contact Center lets your customers contact you on their terms.
Whether through Instagram, phone, or email, you can ensure the same high quality in every channel while routing each customer to the best suited agent with the shortest possible wait.
You can, for example, route an incoming message to the same agent the customer spoke with last time. This creates a deeper connection between company and customer since the agent already knows the context and can deliver better and faster service from the start.
A Contact Center often leads to
Increased efficiency
A solid Contact Center helps you handle many types of inquiries more easily. It also makes it simpler to scale staffing based on demand.
Discover patterns in the customer journey
With all information and contacts in one place you build a strong foundation for future decisions. The insights a Contact Center provides help you assure quality and identify patterns and problem areas along the customer journey.
Seamless customer contact
Not every case can be solved immediately. With a Contact Center it is easy to move conversations between channels. A chat can become a call and a call can become a chat. This streamlines case handling without disrupting the customer’s initial choice of channel.
Contact Center as a Service, CCaaS
Contact Center as a Service is a scalable cloud based solution. You avoid large upfront investments in hardware and complex integrations.
Here you can read five advantages of CCaaS.
Call Center or Contact Center, what suits you
A call center and a Contact Center differ in important ways. A call center focuses primarily on large volumes of inbound and outbound calls, while a Contact Center brings together several channels in one interface.
Here you can learn more about the differences and find out what fits your organization.
How to implement a Contact Center
A Contact Center is not for everyone. For companies with heavy inbound traffic and an omnichannel setup, it is often the difference between great service and a poor experience.
Those who succeed most often implement step by step. Start by adding web chat and email.
Then follow up, evaluate, and add channels such as Instagram, Twitter, and telephony.
Baby steps, plain and simple. Rome was not built in a day, and neither should your Contact Center be.
Want to know more about Contact Centers
We have worked with Contact Centers for many years and are happy to help you get started. Contact us and we will show you how you can use lynes telephony together with a Contact Center.
