Today's customers have complex needs compared to the past, and to meet these needs, your contact center needs to have an efficient system in place. Whether your customers contact you by phone, email, help desk, or a chatbot, everything needs to be streamlined. For instance, your social media messenger and support emails should be connected to your help desk tickets, and your live agents need to be fully equipped with insights into each customer's issue to resolve service requests in a timely manner.
If you struggle to stay on top of support requests, get an overwhelming number of requests, or need a more efficient solution, you need a unified system. A unified contact center management system will provide the following essential benefits to your organization:
Makes agents more productive
It's important to support your customers, but it's also important to support your agents. After all, your agents are on the front lines with your customers and need to be taken care of as well. The more prepared and equipped your agents are, the better service they can provide.
How can you better equip your agents? There are solutions on the market that use Contact Center AI designed to support both customers and agents. These tools automate a portion of your contact center operations, which aids in optimizing workforce management. When working with customers, agents get real-time insights that help them improve the customer experience.
Remember that your agents can only give a high level of customer support when they are equipped with the right insights and tools for the job. The customer experience hinges on your agents' ability to provide the following.
- Fast answers. Customers don't want to be put on hold while an agent digs around or calls a coworker for an answer. With the right contact center platform, your agents can quickly access a repository of information to help customers get the right solution to their problems.
- Viable solutions. Customers want solutions that work. If your agents have to guess at solutions, they'll spend more time trying to help customers, and many of those customers will have to contact your company several times. This diminishes a good customer experience. When you use an AI-powered contact center platform, your agents will have access to all the tools required to provide workable solutions from the start.
- Friendly service. Friendly agents are important to customers and can make or break the entire interaction. Agents who struggle to perform their job duties because of a messy system sometimes express their frustration during customer interactions. Even when a customer gets their problem resolved, a frustrated or rude agent will create an overall negative experience.
Supports ticket deflection
With a unified contact center platform, you'll have an easier time with ticket deflection. If you've never employed ticket deflection, you'll find it to be one of the best ways to increase agent productivity.
Ticket deflection is the art of limiting the number of support requests you receive. More specifically, the idea is to deflect simple and repetitive requests that can be resolved through self-service methods. To accomplish this, you'll need a chatbot on your website programmed to answer questions by providing links to internal content on your website. When a customer asks a simple question like, "I forgot my password, how do I reset it?" Your chatbot can respond with a link to your FAQ section describing how to request a new password.
When you limit the number of requests your agents have to manage, you free them up to provide even better service to more urgent support requests. With fewer tickets, agents can resolve requests faster and more completely the first time around. This also helps your agents avoid burnout.
The end result is increased ROI
Increased ROI is the end result of streamlining your contact center operations and increasing agent productivity. Anytime you improve productivity, it positively impacts your ROI. You're paying your agents to provide the best possible customer service, and when you meet that goal, satisfied customers become a powerhouse for your company. Your brand reputation strengthens, you get brand ambassadors, you get rave reviews online, and people speak positively about your business both on and offline.
Does your contact center need an upgrade?
Are your agents overwhelmed with tickets from customers making the same requests over and over? Do you think your contact center operations could use some improvement? If you haven't considered upgrading your contact center system, now is the time. It's never too late to make improvements to this vital aspect of your business.
