Want to Improve the Customer Experience? Get the Right Contact Center Tools

Want to Improve the Customer Experience? Get the Right Contact Center Tools

contact center toolsWhen companies work to improve the quality of the customer experience, they frequently focus on their employees. Businesses may offer training, evaluating metrics to monitor performance, or otherwise concentrate on the impact of the individual contact center representative to determine if progress is being made. While you can certainly gain valuable information and improvement using this approach, it also leaves out a critical part of the equation: your contact center tools.

 

Even the best contact center representative can be stymied by a cumbersome or insufficient toolset. If your employee has to cycle between several applications to answer a simple customer question, the inefficiency of the required approach harms the customer experience. Similarly, if your employees don’t have access to a seamless and robust internal communications platform, they have to take additional steps to reach out to coworkers or managers for assistance, and may risk disconnecting the customer by mistake.

 

By implementing the right contact center tools, you can enhance the customer experience. Here is a look at just some of the benefits a robust and well-integrated contact center toolset can provide.

 

Faster and Better Resolutions

 

With the right contact center tools, you can offer timely resolutions that are of the highest quality. For example, when your employees have the ability to switch communication channels seamlessly and without disconnecting from the customer, they can solve problems more quickly and return to the customer with greater ease.

 

Similarly, by integrating knowledge libraries and customer communication platforms, your contact center representatives don’t have to cycle through several applications to find answers and monitor the conversation with the customer. This creates an increasingly efficient paradigm, allowing resolutions to be reached faster. As a result, average handling times will decrease, resulting in higher customer satisfaction.

 

Fewer Escalations and Increased Closure Rates

 

When your contact center toolset is optimized, you are empowering your employees. Since the system itself is less frustrating and more comfortable to navigate, your contact center staff will have an easier time finding solutions at the first support tier.

 

By centralizing customer contact tools, knowledge libraries, and internal communications, you are improving the employee experience. This increases their level of morale and job satisfaction, allowing them to maintain a positive attitude while working with customers.

 

Additionally, this centralized approach results in fewer escalations and improve case closure metrics. More answers can be found during the first contact, creating a more efficient customer support approach that enhances satisfaction and efficiency.

 

Real-Time and Historical Data Analytics

 

Data is critical for decision-making. With the right contact center tools, you can capture real-time details that allow you to watch the customer journey while it is in progress and identify areas for improvement. With the inclusion of historical data analytics, you can also locate procedural bottlenecks, monitor how changes in the process impact the customer experience over time, and review employee performance with greater ease.

 

Ultimately, having a robust contact center toolset that integrates various information sources, communication channels, and common functions doesn’t just improve the employee experience; it enhances the customer experience as well. In return, your company will see higher customer retention thanks to the increased level of efficiency and improved quality of the resolutions.

Nathan Weatherford

Nathan is in charge of Marketing & Business Development at VocalPoint Consulting. Launching new marketing initiatives, planning for events, meeting with clients and providers is all part of the job.

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