A better caller experience: How to talk to your customers in the cloud

Doing business in today’s climate of hybrid work environments, caller expectations for instant gratification, and the need for businesses to scale or pivot quickly reinforces just how valuable a cloud-based phone system can be for business continuity and to your caller experience.

Take COVID, for example. In the early days of the pandemic, without warning things like business hours, physical operations, and the ability to serve customers rapidly changed. Businesses that had previously adopted a cloud-first approach to communications were able to adapt quickly and use their phone system to communicate fluid changes with their callers. Those who hadn’t found that they lacked a critical piece of their business continuity strategy—a reality for an estimated 51% of businesses around the world.

When you need to communicate high-priority information to your callers, today’s cloud phone systems’ flexibility and power lie in its integrated message capabilities—greetings, announcements, prompts, and messages on hold. Here’s how you can leverage these capabilities to share critical information at scale and integrate them into your business communication strategy.

Greetings and announcements: provide a consistent caller experience
Your phone system greeting is the first thing callers hear. It allows businesses to provide a consistent caller experience and set the tone for the rest of the call. Professionally recorded greetings also provide clarity and consistency throughout every call.

Use greetings and announcements to communicate important information up front. For example, during the Coronavirus pandemic, a restaurant that closed their dining room but is still offering to-go orders through curbside pick-up could share this helpful information in their greeting. A doctor’s office or pharmacy that breaks for lunch can let callers know when they’re unavailable and when they will return. Banks offering PPE loans or pharmacies offering COVID testing may have experienced higher call volumes for these services. Instead of answering every call and repeating information, they can use greetings to direct callers to other sources of information, such as an automated announcement or a web page.

Any information that you repeat over and over with multiple callers is a good candidate for greetings and announcements. Sharing essential details early can help to reduce wait times, provide information around the clock, and reduce the load on your staff. – Read more

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6 Tips to tackle contact center scheduling challenges

This post explores how to tackle contact center scheduling challenges with the right technology, so your contact center can be properly staffed and run as efficiently as possible.

What challenges does contact center scheduling bring?

Among the most significant challenges to contact center scheduling are:

  • Balancing the needs and wants of agents
  • Ensuring that the contact center is adequately staffed, meaning there are enough agents to handle the volume, and no one is sitting idle
  • Making sure that agents with the right skill set are on shift

The way you schedule your agents matters, too. If you’re using manual methods like spreadsheets, that adds a layer of complexity and frustration.

What happens if someone unexpectedly calls out sick suddenly, or isn’t able to make it to a shift for another reason? That throws off your schedule entirely, and you wind up with a contact center that’s understaffed.

How can you overcome contact center staffing challenges?

It comes down to following a few best practices:

  • Choose the right contact center software
  • Automate the scheduling process
  • Optimize staffing so no one sits idle
  • Ensure employees with the right skills work when they’re most needed
  • Offer flexible scheduling to agents
  • Enable agents to work from their location of choice

1. Choose the right contact center software

The first step to solving your schedule woes lies in choosing the right contact center software. The right contact center software features a workforce management solution. The term “workforce management” or WFM refers to a set of internal processes that allow decision makers to manage: – Read more

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6 statistics you should know about hybrid and remote work

The end of the pandemic has not resulted in a rush back to the office—nor is it expected to anytime soon. That’s because a year of working from home has redefined work life—and with the increased productivity and other benefits businesses and employees alike have realized working remotely, many organizations are reconsidering the role of the office.

But this doesn’t mean physical workplaces are becoming obsolete. This month Google announced plans to transition its workforce to a hybrid model, with most employees splitting their time between home (or other remote locations) and the office. The announcement follows those of a growing number of enterprises—including organizations like Citigroup and Lockheed Martin—who are also switching to more flexible work arrangements. 

Whether your organization is still deciding what work will look like in the future or is actively planning for how to support hybrid and remote workforces, here are six important stats you should know.

1. 1 in 3 employees say they’ll quit if they’re not allowed to continue working from home 

It’s not hard to understand why employees want to work from home. Not having to come into the office every day eliminates commute time, allows for better work-life balance, and often makes work easier too because it reduces distraction. – Read more

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