What’s the buzz? Tell me what’s a Contact Center?

Maybe you haven’t heard the term “Contact Center” but I bet all of you have heard of a call center. Well a contact center essentially is a call center on steroids. We can rightfully say that it is replacing call centers because the customer’s preferred method of reaching a business is no longer just by “calling”. They need to make some sort of contact with their vendor and they want that business to respond back as fast as possible. Sometimes sitting on hold or waiting for a call back isn’t the fastest method for a response, as it shouldn’t be.

As call center agents become more intrinsic to a company’s customer experience, the duties that are required of them are also increasing. An agent can be answering emails, chatting with live customers and even updating tickets, all while they wait for their next call. This gives any company increased value in their agents by maintaining a productive workforce. By applying a workforce management program to the contact center ensures the right agents with the right skill sets are staffed at the right time. Doing so results in lower operational costs and better customer experience.

Companies that take the customer first approach to their contact centers, experience superior results. More than ever enterprises are trying to improve key customer experiences as an effort to retain lifetime customers. Legacy call centers are reactive in nature because they only address customer needs when they are contacted directly. Today’s modern contact centers tend to address customer issues before they happen by proactively initiating interactions. For example, sending out anticipated service outages, product recalls or even requesting customer feedback are ways that companies are delivering great customer experiences and accelerating their growth.

You might be asking yourself how you can implement one of these fantastic contact centers into your business. Well the answer is, with a cloud contact center solution. The cloud contact center has a lower cost than traditional premise-based call centers, greater scalability and improved efficiency. For businesses looking to optimize their customer service practices here are a few of the benefits of cloud contact centers.

  • Agent Versatility: Businesses can provide 24/7 customer service because their agents can be located anywhere. A cloud solution offers agents to work across multiple contact centers and in any location, which provides flexibility and maximum efficiency all at once.
  • Greater Scalability: The on-demand nature of cloud solutions allow true scalability for companies when they need it. During peak hours employ additional agents to keep up with the demand and decrease them when they are not needed.
  • Reduced Costs: As with other cloud solutions, the upfront costs go out the door when you implement a cloud contact center. The pay as you go model allows even more scalability and ROI.
  • Integrations: There are endless integrations when it comes to cloud contact centers. Track calls, service tickets, chat and emails into your existing CRM, helpdesk software, team collaboration tools, service software, auto-dialers, live chat, e-commerce sites and even workforce management software. Now the customer journey is visible to everyone who engages with them. How cool is that!

If you are interested in learning more about what a cloud contact center can do to improve your business, demos are available. Please reach out to Jody at (844) 396-1155 or jody@axtelconsulting.com

Thank you

Your Customers Hate Calling You

A little harsh yes, but is it true? Yes. Customers hate calling businesses for a number of practical reasons including having to maneuver through complicated auto attendants, waiting on forever hold and having to speak with people who just aren’t solving their issues. And half the time they can’t even get anyone on the phone, period.

I am sure every one of us has been in this scenario where you need to place an order, your sales rep isn’t answering his phone or emails and you finally give up and call the next best vendor in line. I know I have and sadly on many occasions.

Companies will throw endless amounts of money into advertising their products, promoting their websites and investing in programs to attract new business. I am quite sure that these same businesses never look at how many clients they are retaining from their current databases and why in fact these customers are leaving so quickly.

Did you know that it costs five times or more to attract a new customer, than to keep an existing one? Many business owners are forgetting that the first rule in business is to retain customers and build a loyal relationship with them. But these same business owners also think that the customer experience is a key factor in driving customer loyalty and retention. Now I ask, why aren’t they investing in their customer’s experience when it is proven that if you retain only 5% of your customers, your profits will increase between 25% and 95%. Wow, now those are profits I would want to see!

Here are a few ways that all businesses can easily optimize their customer’s journey and get immediate profit results by doing so.

·       Answer Your Phone

I know this seems like a no brainer but people now a days simply do not answer their phones. Business owners see the dollar savings by using an auto attendant instead of hiring a live person to take calls. This is a huge mistake for a number of different reasons.

 #1 Customers are calling for a reason and for the most part they are looking to buy goods or services. It is human nature to want and get immediate satisfaction from receiving. The longer a client is hindered into getting what they want, the faster they will go somewhere else that has a quicker response time.

 #2 Customers are calling because they have a problem. If their problem isn’t solved immediately and by a qualified person then this leads to customer frustration and unhappiness. Very often unhappy customers do not complain, they just leave and go somewhere else. Or worse they start spreading negative word-of-mouth instead of complaining directly to you.

·       Get an Omnichannel Strategy

For those of you who aren’t familiar with the word omnichannel I will briefly give you the run down. Omni-Channel refers to the concept of providing a seamless user experience across all channels relevant to the buyer’s journey. Integrating multiple channels into your business such as web chat, SMS, voice, email, video, social media, chatbots and even mobile push notifications.

According to Google research, 90% of multiple device owners switch between an average of three per day to complete a task. It is time for businesses to gain a piece of the $1.8 trillion that cross-channel sales are predicted to reach this year.

The easiest method to get your business on the fast track to an omnichannel strategy is to adopt a voice over IP contact center which will allow your business full access to these omnichannel applications.

·        Hire Passionate, Engaged Employees

Employers need to create an environment where their employees feel engaged and connected to their work. They need a reason to care about what they do and businesses need to clearly define their mission and set values. A strong brand ideal creates great customer service and interactions. Truly passionate workers are compelled to share that passion with their customers.

For more information on what you have read please email or call Jody Gonzales at (844) 396-1155 or jody@axtelconsulting.com