Contact Center Solutions: Why You Should Invest in Ways to Improve Customer Experience

Small to midsize enterprises (SMEs) recognize the vital importance of a high-quality customer experience (CX). That’s why SMEs are making strategic investments in contact center solutions that enhance customer interactions and improve customer experience overall.

New research from Techaisle reveals that almost half of SMEs are prioritizing investments to improve customer experience. With the right contact center technologies, organizations can deliver an optimal, end-to-end experience that increases customer loyalty and creates competitive advantages.

Basic Contact Center Solutions

Organizations that maintain traditional “call centers” with confusing menus and long hold times will find themselves falling behind. Today, these contact center features have become the absolute bare minimum:

Screen Pops

Contact center platforms collect a lot of valuable data. Screen pops are a type of contact center automation in which organizations can automatically display relevant customer information on the agent’s screen when a call is received. Screen pops are proven to increase efficiency and improve customer satisfaction.

Call Recording

Call recording enables contact center managers to review interactions between agents and customers. This provides managers with the insight needed to ensure quality, provide training and maintain compliance with legal and regulatory requirements.

Call Monitoring

Real-time monitoring of customer interactions enables supervisors to coach agents, provide advice and even join calls if needed. Supervisors are alerted when problems arise so they can take action immediately.

Chatbots and Virtual Agents

One of the most increasingly common contact center solutions, chatbots can respond to many common inquiries and provide around-the-clock support. Intelligent virtual agents leverage AI technology to handle more complex inquiries and enable the self-service features that many customers demand. Both help to reduce agent workloads so they can focus on more complex customer requests.

Contact center automation and AI-driven tools are key investments for improving customer experience, boosting efficiency, and ensuring personalized support.

Workforce Management

These analytical tools help contact center managers forecast staffing needs, optimize scheduling and gain real-time insight into workflow bottlenecks and training needs. As a result, workforce management helps ensure that the right agents are available at the right time.

Take Additional Steps to Improve Customer Experience With Today’s Best Tech

Smart SMEs are going beyond these core requirements and investing in advanced technologies to improve customer experience. Here are some of their strategic investments:

Application Integrations

Integrating the contact center with key business applications such as CRM provides agents with a unified view of customers. When agents have access to a customer’s complete profile, they can provide more personalized service. Some contact center solutions have built-in integrations with popular CRM applications. Others will require more complex implementation to ensure that data flows properly across the two systems. Of course, organizations must ensure that their customer data is accurate and consistent.

Multichannel Communication

Customers want the ability to communicate using their preferred channel, be that voice, chat, email or video. They also want seamless escalation from chat to voice if needed. Best-in-class contact center platforms enable multichannel communication and feature intelligent call routing to the right agent regardless of channel. Interactive voice response (IVR) systems help optimize staffing and reduce operational costs by routing calls effectively. The key is to ensure that the IVR system is properly designed to ensure maximum efficiency.

AI and Data Analytics

According to a Techaisle report, 50% of SMEs are betting AI tools can provide the insights needed to resolve problems efficiently and better meet customer needs. AI-powered tools can analyze vast amounts of information to spot trends that humans would likely miss. As a result, AI can help organizations optimize their contact center operations and provide customers with a more personalized experience. AI does require new skill sets along with policies and procedures to ensure data quality, privacy and security.

GDS Provides the Tools You Need

Enhancing the customer experience is a top priority in today’s hypercompetitive marketplace. The aforementioned Techaisle report notes that 55% of SMEs are migrating their traditional contact center to a cloud contact center. GDS offers a full-featured, cloud contact center platform that enables intelligent routing, increased automation and advanced analytics to improve agent productivity and enhance customer loyalty.

Because it can be accessed from virtually any device, the GDS Cloud Contact Center allows agents to work from anywhere, increasing agent satisfaction, providing access to a larger talent pool and enabling 24x7 operations. GDS Cloud Contact Center services provide a cost efficient alternative to the legacy contact center, ensuring the flexible capability of world-class customer service on one platform. The GDS Cloud Contact Center provides an array of features that help businesses boost customer satisfaction without capital investments or complex upgrades. It is easy to deploy, customizable workflow capable, and no hard equipment is invested. Of course, the GDS Cloud Contact Center is fully managed by our expert team for the highest levels of performance, reliability and security.

Are you ready to take your contact center to the next level? Let GDS help you gain enterprise-class functionality in a scalable, opex, cloud-based solution. Using our proven implementation methodologies, we can have state-of-the-art cloud contact center solutions up and running in just a few weeks! Contact us today to schedule a discovery call and see our contact center solutions in action.

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