The primary goal of your call center is to provide exceptional customer service. Whether focused on inbound calls, outbound calls, SMS, chat, email, or social interactions, your call center requires a variety of technologies to operate. The ones you choose help your employees more effectively use their time. The more efficiently they provide service, the more your customers should continue to do business with your company. It is more important now than ever before to stand out from your competitors. Implementing the right technologies can help!
The following are five current technologies your call center may want to use to stay competitive.
1. Computer Telephony Integration
Computer telephony integration lets computer and phone systems interact with each other. Your call center can use computers to manage all telephone calls to increase efficiency and results. An agent receives a call notification through a screen popup with the caller’s account information. Because the popup is connected to a unified desktop, the agent has complete access to the customer’s data. This lets the agent lead the call and solve the problem, saving time for both the agent and the customer.
2. Interactive Voice Response Technologies
Interactive voice response lets callers access the information they seek without talking to an agent. This allows your agents to have more time to focus on more difficult customer issues. Additionally, interactive Voice Response technologies are a great way to support agents while cutting down on hold time and better serve customers with simple questions. The callers enter their information with a touch-tone keypad or by speaking into the phone. Natural language speech recognition software uses grammar and data to recognize different dialects and words. The technology operates on a strategically developed call flow and undergoes continuous tuning based on customer interactions.
3. Predictive Dialer
A predictive dialer automatically dials from a list of phone numbers. It detects busy signals, voicemail messages, disconnected phone numbers, and when there is no answer. The technology can be used for mobile, text, social, chat, and email. It also detects a customer’s favored channel and delivers the interaction to the agent when answered. Plus, the technology can proactively reach customers in case of an emergency or to let them know where they are in the queue. This saves the agents a substantial amount of time on making phone calls.
4. Call Recording Systems
Recording systems capture customer interactions. This lets agents and managers review what happened during a call. More advanced systems also can record other interactions related to the call, such as emails and chat sessions. The recordings can be historical or in real-time so that a supervisor can intercept an off-script or out-of-the-norm call and provide coaching. The technology can also be paired with analytics reporting for in-the-moment insight that leaders can use to improve agents’ performance.
5. Customer Relationship Management Application
A customer relationship management application gives agents all of the customer information they need to solve problems as quickly as possible. The call center agents also can use the application to document customer interactions in case the caller needs additional help in the future. This helps agents more efficiently resolve issues down the road. It also routes customer cases through internal processes and keeps customers updated throughout the case lifecycle.
The Newest Technologies Mean Nothing Without The Right People!
Need help finding the people you need to drive your call center business forward? We can help! Get in touch for help finding the right people for your unique needs!
