Do you know there are some amazing features that can boost the productivity of your call center in less than a few months, and most of the large-scale call centers are now depending largely on these features to provide best and proactive customer solutions? Here is a complete list that will help you explore these features.
A best Omni channel experience:
Customers always expect a good service in multiple amazing channels than ever before. They want the services across different advanced channels and customer sessions, which also involve a proper digital and voice, self-service and inbound and outbound channels. Empowering the agents to use these channels and reducing customer effort is the best thing to apply to enhance productivity. Thus, a need to implement Omni channel customer services should be a ‘must have’ feature in call center solution so that you can offer your customer much more than they expect.
Flexibility and scalability are the most important elements to include in your strategy. It will help you analyze whether you have seasonality in your business or are your brand is growing or not?
Workforce management solutions:
The call centers are the most valuable resource considered that can twice the productivity in just a couple of months. Thus, a reliable scheduling will help you in service levels as well as the agent satisfaction. Find out the features that can help you keep the attrition level low down and the agents fully engaged. Consider an accurate scheduling regardless of any medium or channel, gamification, shift bidding, vacation or accurate forecasting. It’s much better than a spreadsheet as well.
This is the most important trend considered today and will be increased more in upcoming years. Customers always expect a highly personalized service which significantly relies on the ability to integrate the call center with one or multiple data sources. You would also want to integrate the necessary tools while building your personal desktop. And in order to do it efficiently, you will need the partner that can provide you with the pre-built integrations, some large-scale network of alliance partners, and a very simple access to a well documented and organized collection of integration APIs and SDKs.
It’s quite true as you will still need the more user-friendly, highly advanced and integrated agent interface that can help the customer service agents to be at their best as they will be empowered to help the customers in more efficient manner. They won’t need to figure out the tool they need to use. That’s why it’s important to ensure that all the channels are well supported, otherwise, you would not only challenge the agents, but you will also lose insights across various channels.
The streamlined administration is also an important element that should never be missed. If you want to learn more about the advanced features, you can choose to contact VoIP Terminator professionals for more detailed guidance.