As the younger generations become buyers, interactions within businesses are evolving. The phone is no longer the only way to reach customers. Web chat, text and email are all integral parts of the customer journey to connect and communicate with your business. Omnichannel call centers can integrate all of these components and prioritize agents based on skill sets, thus creating the ultimate customer-service experience.

 

Businesses are aware that rapid internal development can result in customers waiting. Such growth can be easily managed, however, through technology designed to streamline call-center activities. After all, the contact center should be at the heart of how your business is perceived and is the main touch point for your customers' interaction with you. Ensure the best possible outcome by exploring new technology today.

Benefits of Call Centers

Enhanced reporting metrics

Comprehensive real-time and historical reporting to support your short- and long-term goals. Start with out-of-the-box reports or customize them to meet your specific requirements. Track your actual business performance against your service-level targets.

Call Accounting

Allow assignment of calls with specific group codes for easy classification and review by your management team.

Improved Customer Service

Consistently deliver a unified, seamless and highly personalized experience that builds your brand and customer-engagement loyalty.

Define, prioritize and distribute customer calls and contacts based on your predefined processes and business strategies.

Use the abandoned-caller report to see how long clients typically wait before hanging up. Generate more business and regain loyalty by reaching out to those customers.

Efficiency and Productivity

Using a call-center system, calls will be routed quickly to the right employee.

Supervisor and agent desktop interfaces (often called dashboards) give you real-time data. Pull data from caller ID information and incorporate your CRM for more detailed customer information, right on your display.

Call-center software can route calls by category, customer industry or telephone number.

Call Recording

Call recording allows self-assessment of call-center representatives to ensure consistent messaging across the business unit.