Contact centers call for change. You better answer.

by Terri Potter on September 26, 2017 · 0 comments

in ScanSource Catalyst,Telephony,Voice,VOIP

The more things change, the more some things remain the same. In our ever-changing, fast-paced, competitive communications industry, the value of customers and the customer experience continues to reign supreme. To that point, contact centers (used to interact with customers) are absolutely critical to the success of businesses in today’s marketplace.

Recent natural disasters have put utility companies’ contact centers on the frontlines of unprecedented call volumes. The upcoming retail holiday season compels businesses of every size to prepare for an increase in calls. And new technology releases (especially those that come with a hefty [ahem] $+ price tag) bring with them an increased need for customer support – for both hardware and software. Today’s customers have higher expectations and, when those aren’t met, they are quick to take to social media with their complaints. And, therein lie some – yes – exciting opportunities!

For those of us in the communications industry, it should come as no surprise that contact centers are under pressure to adapt. Here are two ways that you can help them:

  • Enhance customer experience through robust contact-center solutions. Top contact-center solutions today provide a number of benefits to businesses, including scalability, greater flexibility, more efficient call routing, and most importantly, the ability to provide multi-channel support. Instead of putting someone on hold, give them the option to get a call back if hold times are long. Even better, help lock in a positive customer experience by giving them the option to interact on the device they prefer, in the manner in which they prefer, and with the agent that is best able to support their needs!
  • Enhance customer service by capturing big data. Having access to more metrics helps businesses better understand customer behavior, employee performance, and KPI trends. And, with the latest advances in consumer technology (like those increasingly smarter smartphones) contact-center employees are more tech-savvy and open to change than ever, which really helps fine tune the customer-service approach.

All of the above can be accomplished with Avaya’s comprehensive suite of contact-center solutions – including voice, email, and chat capabilities that help improve the customer experience and make smart use of your agents’ time.  So, if your customers are calling for a contact-center change, answer it!  With Avaya IP Office™ Contact Center.

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