Many companies have recently been
looking for ways to upgrade the infrastructure and communication capabilities
of their contact centers. These upgrades include moving into a multichannel
system, moving into the cloud, and improving the overall infrastructure of the
contact center.
Although multichannel contact
centers have been feasible for at least a decade, there are few of them around
lately. According to experts, this needs to change because the need is getting
bigger and bigger due to the growth of mobile devices that feature voice and
text-based communications from any device at any time.
Companies have a responsibility to communicate
with customers through traditional platforms as well as text and chat.
Unfortunately, many contact centers are not set up to accommodate multichannel
users as they should. Their technology is simply not up to par.
Contact center managers should
attempt to understand the needs of their customers by looking at unstructured
data and speech analytics. According to an article
on TechTarget, companies should “assess the end-to-end experience from the
customer's point of view, starting with the customer's initial entry point of
communication and moving through the Web experience to phone calls, emails and
chat. The next step is assessing whether the company can deliver that seamless
experience and identifying gaps in the infrastructure.”
Companies have plenty of options
when it comes to call center upgrades, but they need to make sure they have a
solid upgrade strategy that will ultimately improve the quality of customer
care.
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