Optimum contact centre software is critical to helping businesses of all sizes thrive. Integrating efficient solutions can streamline your company’s customer service practices. By arming your contact centres proactively with powerful tools, you can impact dramatically the day-to-day challenges that slow down your agents and affect their efficiency. While you’re pondering the best way to incorporate these solutions into your CX strategy, keep in mind these three challenges that often affect contact centres. We think it is worth considering upgrading your CX software solution to tackle these common challenges and maximize agent efficiency.
Low first contact resolution (FCR) rates
Your customers have no time to waste and just want quick and easy answers. That’s why FCR is an important metric to customer satisfaction, as your customers are given the full responses they need the first time they contact your brand. In the 2016 Microsoft State of Global Customer Service Report, customers claim that the two most important aspects of a great service experience are FCR and not having to repeat information. If you’re wondering whether these demands are being met, consider this: 44% of global customers feel they are making more effort than brands when trying to resolve issues—a number that spikes to 65% in the U.S. and 72% in the U.K. Put simply, the more effort your customers have to make, the less satisfied they are. With an advanced contact centre solution, your company can improve FCR rates dramatically with significant cost savings and a swift ROI.
Poor performance levels
Are your company’s contact centre agents ever idle or spending too much time on manual tasks? Agent efficiency is key to the overall performance of your contact centres, making optimised solutions a must for your customer service needs. Features such as predictive dialing solutions increase agent productivity and accelerate your sales and marketing performance by filtering out obstacles such as busy signals, fax lines, answering machines, and disconnected phone lines. Agents no longer need to waste time dialing numbers and are connected quickly to the strongest leads at the most optimal times.
Poor integration
These days, there’s a wealth of tools available for providing omnichannel customer experiences. From CRM databases to predictive dialing solutions to real-time dashboards and reporting for your customer metrics--there’s a lot for agents to juggle. While these tools can help them to deliver great service, they need to be seamlessly integrated into your existing processes. Otherwise, agents may struggle to perform optimally and the customer experience may be impacted. A robust contact centre solution with a great interface that enables seamless integration into your existing software systems can make all the difference. By giving agents the right tools for success that are easy and intuitive to use, they are then able to deliver the ultimate customer experience on the channels customers love.
Source: 2016 Microsoft State of Global Customer Service Report.
Adam Sideserf
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