When it comes to expert customer service call centers, they know that customer experience will sufficiently overtake prices and products by the time 2020 comes around. Any call center failing to actively leverage call center technologies to improve customer experience may lose revenue to their competitors who do.
But before we do, let’s get a brief overview of what customer experience really is, and why it’s such a big deal nowadays.
Customer Experience: Why is it so important?
By technical definition, customer experience is defined as a mix of customers’ thoughts and beliefs about your business. It’s the total perception of your products or your services — your brand and more.
Let’s make it simple.
A business that delivers exemplary customer service; providing unified experiences were customer representatives know what customers want before they ask for it, can yield very positive results.
Agreements, the customer experience, sales, and even collections will soar.
Customers are all about a business’ ability to cater to their needs. Fail to deliver that, and you lose in the market. For this reason, 72% of businesses say that improving customer experience is one of their top priorities.
Your business needs a customer-obsessed operating model. That will require technology infrastructure that evolves at the customer’s pace.
Excellent call centers need flexible technology architecture that consistently adapts to changing customer expectations. It also needs to have the ability to deliver new sources of customer value through more advanced machine learning and data analytics.
5 Call Center Technologies You Need for Better Customer Experience
The entire point of having call center technologies like these 5 is to help customer representatives answer questions a lot easier. With it, they can improve their own services over time, and better serve the customer’s needs overall.
#1 Blended Call Flows
Blended call flows combine inbound and outbound calling for a more optimized call center. Very rarely do you see a call center that is excellent at both inbound and outbound calling. For this reason, a blended call center is poised to perform both functions while letting skilled agents focus on what they’re really good at. And if an agent is well-versed in both inbound and outbound, then that simply means they can seamlessly switch between each task without losing the high level of productivity.
Blended call flows in a call center make it very attractive and valuable to businesses that need inbound and outbound calls to cater to their customers. Plus, it’s an all-in-one solution.
#2 Cloud-based Call Centers
Cloud-based call centers increase profits while also providing a plethora of other advantages. They can employ agents remotely, and let businesses hire the best talents from any corner of the globe. All agents need are computers, a stable and fast internet connection, and a headset so they can get to work on attending to customers.
A call center with this kind of technology is also scalable. Meaning, businesses can pay for what they use and nothing more. As a business grows, they can expand their services in use. And if it does the opposite, you can move down a tier with ease.
#3 Interactive Voice Response (IVR)
You hear about interactive voice response call center technology a lot when you talk about call centers. Basically, an IVR is an automated customer service system that offers customers different menus and uses pre-recorded responses to guide the customer towards the solution or information they’re looking for.
Through IVR, businesses can customize their own greetings, menu options, and call routing procedures — handing callers over to the right call center agent. Plus, it caters to self-service, and customers love that.
#4 SMS Outreach
Everyone knows and acknowledges the power of smartphones and digital communication. So it’s really no surprise that SMS outreach is included in this list of call center technologies to utilize. Smartphones are one of your strongest assets in this day and age.
By doing this, call center agents can answer customer questions or broadcast important information through text messages and directly onto customers’ smartphones.
#5 Business Intelligence
Call center metrics with business intelligence gives organizations clear standards for performance. This helps customer representatives and agents do their best work. As a result, businesses continually improve their level of customer experience. Metrics that businesses should be tracking include:
- Hold times
- Number of active and waiting calls
- Average speed it takes to answer calls
- Customer satisfaction rating
Call center technologies do more than make your services faster. They hold significant impact over how customers experience a business. And as 2020 rolls around, now’s a better time as any to consider these five call center technologies and begin making changes — if you haven’t already.