Today, organizations are customers are placing an increased emphasis on being able to complete their services online via digital channel. Not only does this this make it easier for customers to self-service via a channel and time of their choice but it also serves as a lower cost support channel to the organization.
Within the contact center, Operative Intelligence has identified that up to 50% of inbound interactions can be automated and better served through self-service channels. The challenge is discovering these opportunities in your contact center data and building the business case for investment.
In this video, we will discuss:
As an industry, we've become highly proficient in managing and optimizing support interactions as they occur within the contact center. These strategies have been guided by traditional and important metrics like Average Speed of Answer, Average Handle Time and in the last decade, Customer Satisfaction and NPS.
The primary purpose of outbound call or contact centers is to conduct outreach to potential and current customers. Some even offer opportunities for customers to select the time they’d like to speak with one of their agents. Whether they’re trying to sell a good or service, support onboarding, encourage product usage, or enhance customer retention, outbound call centers are designed to manage large volumes of outgoing calls while maintaining great customer service.
Knowing which call center phone system to invest in is critical for any call or contact center. The right phone software can support improved agent performance, optimized call center efficiencies, and a better customer experience.