Contact Center Technology that Pays for Itself

COVID-19 uncertainty has call center leaders adapting aggressively. 

Not only have they been forced to reinvent their processes to support work-from-home strategies, but they are being challenged to simultaneously increase revenue and call center ROI too.

It’s easy to argue for new technology boosting ROI, as most additions will tease out new channels and potential opportunities to improve customer experience. And with nearly $75 billion lost each year to poor customer experience, it’s easy to see how modest CX improvements can generate huge revenue results for call centers.

So, when you don’t have the luxury of working closely with your call center agents, how can you ensure that your contact center technology is putting more money back into your business?

Here are some of the call center technologies that make it easy to calculate ROI, so you don’t have to slow down  

Voice Analytics and Artificial Intelligence

Want to build robust customer relationships? Listen closely.

Voice analytics and speech AI tools have become one of the most powerful additions a call center can make in 2020.

Consider the insight gap between call center leaders capturing data from 100% of their agent’s calls versus contact centers that are deploying manual QA processes across less than 1%.

Modern voice analytics systems can measure customer sentiment, automatically remove sensitive information from transcripts and records, and highlight areas for agent coaching if they detect prolonged silences or excessive call times.

Simply put, agents serve customers more quickly and deliver more revenue.

Here are the easiest metrics to highlight the impact of voice analytics in your call center:

  • Reduce Average Handle Time for agents.
  • Improve First Call Resolution for customers.
  • Increase significant insights into the customer conversation.
  • Boost efficiency and reduce hiring needs.
  • Develop consistent coaching methods that are transparent to the agent.
  • Help improve your coaching effectiveness immediately

IVA and Bot Technology

Everyone knows the common adage: it’s easier to keep a customer than earn a new one. But what motivates consumers to engage with a brand?

For nearly 80% percent of American consumers, it’s speed, convenience, and exceptional customer service

That’s why IVAs (Intelligent Virtual Assistants) and chatbots have emerged as a huge technology boost for call centers. 

Your products and services will always be the main focus — but in highly competitive markets, with plenty of consumer choice, sophisticated conversational IVAs can deliver a huge ROI for your target customers. 

IVAs can quickly survey and extract useful data, ask questions, and rapidly resolve customer queries, without ever needing an agent. Better yet, IVAs can quickly accelerate customers to an in-person rep when personalized service IS required.

Contact centers that have applied advanced analytics technology to improve self-service applications have reduced their average handle time by as much as 40% while boosting call-to-conversion rates by nearly 50%, and increased customer satisfaction by 250%, boosting customer retention rates by nearly 90%.

For contact center leaders, there are three key ways IVAs pay for themselves:  

  • Higher YOY financial revenue growth.
  • Increased agent efficiency.
  • Improved CSAT and customer experience.

TELL ME HOW IVAs CAN DRIVE REVENUE

Robotic Process Automation

While IVAs and AI technologies often focus on driving ROI through customer experience, Robotic Process Automation (RPA) tools tend to pay off big for your agents, boosting their development, performance, and morale.  – Read more

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Technology to Support Remote Call Center Agents

My Post - 2020-03-17T102715.216.pngThe old adage holds true: Necessity is the mother of invention.

With growing concern over COVID-19, also known as Coronavirus, many organizations have been forced to consider alternative operational configurations to safeguard both their employees and the integrity of their services.

With global uncertainty likely to increase, call center leaders will be tasked with the same exercise — discovering creative solutions amidst an ever-changing medical dilemma.

The Centers for Disease Control and Prevention (CDC) currently recommends social distancing and limiting close contact with others as a main precaution to prevent the spread of the illness.

Luckily, call centers are uniquely equipped for pain-free migration to at-home models with technology built to support remote contact centers.

The Benefits of an At-Home Call Center Model 

Regardless if you’re compelled to consider an at-home model due to emerging medical concerns or business-related circumstances, there are many worthwhile advantages.

Better redundancy

Thanks to the proliferation of digital connectivity, including cloud-based collaboration and process tools, at-home agent models offer high redundancy rates, which would be nearly impossible to replicate across a traditional brick-and-mortar model without breaking the bank.

A distributed team of remote agents allows for scalable failover and outage contingencies that go well beyond what’s possible from a single, localized contact center operation.

Greater talent pool

By expanding your reach beyond your corporate address, you’ll be opening the door to a community of qualified agents across secondary and tertiary locales that you would otherwise miss.

Leveraging remote agents will also allow you to optimize for other organizational priorities, offering you more flexibility beyond a proximity-fixed marketplace. Business leaders can use remote agents to: – Read more

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The Cloud Technology You Need to Support Non-Agent Staff

My Post - 2020-03-03T155133.617.pngHow much of your technology investment is devoted to helping your agents? Most, if not all, I would bet.

Don’t worry if all your technology advantages empower your agents— it’s an important focus for any call center trying to deliver exceptional customer experiences.

We’ve even covered how enabling agents with technology is a vital pursuit. 

But, if you set high demands on your non-agent staff, you need to empower them with technology to get the job done right. From managers to analysts, and quality teams to trainers, call center leaders need to do more to help the ones that help our agents.

Here are a few ideas on how to equip your non-agent staff with cloud solutions that can drive better outcomes in your organization:

CLOUD TECHNOLOGY THAT HELPS CALL CENTER MANAGERS

It’s easy to forget how much rests on the shoulders of our call center managers. While agents serve as the front line to customer experience, managers are responsible for the outcomes behind the scenes as well.

Modern managers must build a positive work culture, motivate individuals to succeed, manage operations, and guide the technology roadmap for the entire call center. And, with so many call centers shifting from cost centers to revenue generators, managers must justify every investment.

Further, the gap between companies that say they deliver exceptional service (80 percent) and the customers who agree (8 percent) represents a huge “delivery gap” managers must overcome, according to Bain & Company:

But what technology can managers leverage to impact their call center?

Cloud tools that harness business intelligence (BI) are quickly becoming the most impactful solutions to increase efficiency and boost ROI.

By helping to highlight key metrics across a call center, cloud BI tools give managers deeper insights that can pinpoint areas needing more attention.

BI tools can monitor agent performance, such as CSAT scores, hold times, or average call resolution, to help managers quickly intervene if agents are struggling and target necessary training.

Managers can also look to BI tools to support agent utilization, as call volume trends can be forecasted and refined to make data-informed staffing decisions when integrated into a quality WFM platform.

BI insights can even help managers drive at shared goals, such as gamification to see which agents close the most tickets or achieve the highest customer experience ratings in a given quarter.

Every manager is tasked with a handful of benchmarks to hit — and business intelligence solutions in the cloud can help refine a manager’s strategy for achieving their goals — no matter what they are.

IMPROVING TECHNOLOGY FOR QUALITY MANAGEMENT TEAMS

Many QA and QM teams have upgraded their current quality management suite to the cloud — and they’re driving quick results.

By integrating with emerging cloud technologies, call centers can build quality monitoring programs that rapidly improve customer experience. – Read more

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