Customer satisfaction is so… yesterday. Today, it’s all about the customer experience, or overall journey with your company. Customers that have good overall experiences (including satisfaction at all of their touchpoints) buy more and refer more customers. And the key to it all is seamless communications throughout that journey.
That’s why forward-thinking organizations are deploying call center solutions as key components in their integrated communications strategies. After all, in today’s world of always-on, anywhere and anytime contact, your customers have many options to reach you with feedback, questions, and, with any luck, interest in making new purchases.
To gain a serious advantage on this front, businesses are enabling seamless conversations across the call center and other parts of the company, thanks to unified communications (UC).
Breaking Down Barriers Improves Customer Experience
For most companies, customer engagement remains a siloed experience. Call center agents may not have easy access to a customer’s sales history, or even a unified view of previous customer service interactions – let alone granular information about products, tech support or other contextual data.
UC can break down those walls, supporting digital transformation initiatives that can turn call centers into modern, interactive hubs for customer service. For one, a unified dashboard allows customer service representatives to reach subject matter experts within the business in real time. UC’s core functionality – presence and all-in-one communications channels – means that reps can see who’s available, and they can reach them in the way that makes the most sense. A simple detail about a product or service might be gleaned with an IM to a marketing guru – while a screen sharing session with the sales manager may make the most sense to review the documents necessary to get a new sale moving along. At any point, these interactions can be escalated to a phone call if necessary – giving reps a hugely improved capacity for first-call resolution and garnering customer loyalty.
With UC, Your Contact Center is Always On
The interactive call center is also always-on. Thanks to UC, reps can answer calls in the queue from branch locations or even from home, and management can leverage alternate off-hours routing. The UC call center can also deliver entrance messages and comfort messages to queued calls, which increases customer satisfaction when volume surges.
All in, it’s never been easier to deliver responsive sales and service support to customers than it is today, provided your call center is powered by rich UC features. At TPx we paired our hosted call center platform with our industry-leading, award-winning UC features, including fully-featured instant messaging and presence. Our solutions come in two call center packages, both of which are completely customizable to meet your organization’s unique requirements. Whether you have five seats or 5,000, we can help you turn your call center into a hub for superior customer experience. And best of all, it’s affordable and instantly scalable. Contact your TPx representative today, or reach out to us here, to request a live demo of our call center in action.