Is Your Contact Center Living Up to Customer Expectations?


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A major focus in the contact center is shifting from measuring the costs to service customers—to the need to provide an exceptional customer experience. Improving your ‘experienced’ brand and the quality of every interaction are critical drivers for growth. Cloud-based technologies offer advantages and opportunities toward developing more sophisticated and responsive business processes, all aimed at improving revenue and customer loyalty.

The financial and operational benefits of moving to the cloud are extensive:

  • Minimal (or zero) hardware and software investment
    No up-front capital investment is required. Additionally, servers and other equipment (e.g., telecom switches, handsets, etc.) and ongoing monthly expenses are much easier to forecast
  • Built-in flexibility
    It’s much easier to add or subtract seat licenses rather than change the capacity of premise-based hardware and software. Costs can be kept to a minimum as business needs fluctuate
  • Speed of innovation
    By eliminating the delays associated with internally managed systems, contact centers can add cost-effective functionality, boost capacity, change processes, and tap new data sources as needed
  • Speed of deployment
    Cloud-based CTI lets a business deploy agents or even establish new contact centers with unprecedented speed
  • Flexible agents, located anywhere
    VOIP technology means agents can be located anywhere in the world—domestically, offshore, or even in their homes creating an “on-demand” workforce
  • Seamless upgrades and enhancements
    New software releases are pushed to the cloud-based production environment with no business disruption whatsoever—and usually with no involvement from an enterprise’s own IT unit

What do you get in return?

Maximum agent productivity, lower costs, and a greater ability to seize market opportunities

The real impact of any technology should be to improve processes, making people more effective and efficient. The key business goals should be to impact both the customer and the agent (at Bluewolf, we believe this is where the real impact is made).

Another distinct advantage of the cloud solution is the ease of the integration between CTI and CRM solutions. Links between the two platforms are provided out of the gate, or easily customized and configured, strengthening both solutions.

With contact information flowing freely both directions, calls are more easily routed to the right agent, allowing agents to provide better-informed service with more customer information at hand. The “hello” experience is enhanced when the agent can easily confirm and validate customer information already available in the CRM system.

The result?
Tangible results with minimal project risk. By identifying and addressing business challenges early, you are able to ensure the the project outcome—better information presented at the right time in the interaction.

Check out the white paper New World of Customer Expectations to learn more about the business benefits of migrating and integrating your telephony and CRM solutions in the cloud.

Republished with author's permission from original post.

Bob Furniss
Bob Furniss' career has focused on improving customer experiences. As the Director of Bluewolf's Service Cloud practice, Bob leads a team of consultants who works with clients in three key areas: Salesforce Service Cloud strategy/implementation; Social Media strategy and implementation in the contact center; and creating vision blueprints to help companies set a new course for their contact centers in the areas of people and technology. Follow him on Twitter


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