How Contact Center Software Improves Customer Engagement


Customers know they are not bound by any monopoly. They will simply flit if the way you engage does not suit them. The standard IP PBX may not be the best way to engage considering the current scenario. People use social media, instant messaging and apps like Whatsapp. Apart from communications there are other ways to enhance the engagement factor. Where the IP PBX falls short, the contact center software nicely fits into the slot and should be your preferred platform.



The right person at the right time
Call center solutions usually have a smart feature known as skill mapping and automatic call distribution. Most probably a caller goes into an IVR first but the smart call center software detects the purpose of his call and routes the call to a competent person. Fast resolution is the outcome. Customers are happy at the speed of response and happier still when they can engage in a virtual face to face talk. 



Video chat and conference 
Current call center solutions usually incorporate WebRTC based audio-video chat feature. With this feature an agent can invite a caller to switch to video chat that is always miles ahead of email, voice chat or text. Given that this generation is familiar with and uses video chat you can expect more delighted customers and loyalty leading to repeat purchases. 



Omnichannel
Customers see no reason to stick to only voice calls. They may express their opinion on social media or use email or prefer something like Whatsapp for engagement. If you can be agile and hop across channels to accommodate them you have big, happy, smiling customers. The call center solution usually has a unified dashboard that lets agents view activity on channels and jump straight to that channel. All these activities are, of course, aided by the CRM. 



CRM cream
It is a bore for customers to go through the routine of identifying themselves, the order and other sundry details. Enter the CRM part of the call center software that identifies callers by their number and displays their details on the screen for the person handling the call. He can greet callers by their name and get down to business instead of the song and dance of identification. The CRM also records all transactions, including call records to help you analyze and improve services. 



Analytics for improvement
Call center software has finer grained metrics on call duration, outcomes, quality of engagement, quality of agent behavior and other details. Supervisors can analyze all these and help employees to fine hone customer handling skills. 



Anytime anywhere engagement
The IVR part takes care of 24x7 availability for customers who can at least leave a message for a call back. Employees in charge of handling the issue may respond from the office or use their mobile phones. Customers appreciate promptness. 



Contact center software is primarily a tool for customer engagement and miles ahead compared to IP PBX. Use it to deliver superior customer experience and see how your business grows. 

Source: https://hodusoftsite.wordpress.com/2020/01/28/how-contact-center-software-improves-customer-engagement/

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