Authority Software 3 Ways Your Contact Center Costs You

3 Ways Your Contact Center CRM Integration is Costing You Time & Money

/0 Comments/in , /by

Inaccurate or lost customer data can result in losing the customer

When your contact center CRM integration system is separated from your contact center solution, customer data can easily get lost or compromised. This can result in incomplete information on the customer, which in turn affects their experience. Lost customer data results in a frustrating experience for both the customer and agent, losing time with redundancies and possibly losing the customer altogether.

Should I have a built-in contact center CRM integration for my workforce optimization solution?

To better support your customers and provide a best-in-class experience for them, your contact center solution should be fully integrated with your CRM. This provides a higher level of service and can increase CSAT scores and profitability.

1. A limited view of your customer means limited support for them.

When customer data is incomplete or compromised, a contact center agent doesn’t have a full view of the customer’s needs or history. This can result in frustration for the customer, as they have already explained this. The process of customer engagement with a contact center can be a frustrating and time-consuming experience for customers. Therefore a contact center must make every effort to retain customer records and serve them efficiently. Better customer insight translates to better customer service, which is key in contact center profitability and efficiency. With CRM integration, a contact center can have a full view of the customer and provide exceptional service.

2. Without CRM integration, customer privacy can be at risk.

When a contact center is unable to integrate its CRM system with its operating solution, customer data can have exposure to risk. Especially when a contact center has responsibilities such as fundraising or payment processing, this secure data can be compromised when it is not managed properly. A security risk such as this not only has serious implications for the customer but also for your contact center’s compliance. Being out of compliance when it comes to secure data can cost your contact center its ability to operate.

3. Inaccurate Data can result in customer loss.

Customer retention and satisfaction are key for your contact center. When your CRM system isn’t fully integrated, call logs, photos, and information can be lost, overwritten, or incomplete. An incomplete customer record results in duplicating efforts, which is inefficient, time-consuming, and frustrating for all. In order to drive profitability and customer retention, a CRM system should be fully integrated with your contact center solutions. The loss of customers isn’t an option in today’s competitive environment, which is why CRM integration is key to your contact center’s success.

Contact Center CRM Integration is Imperative.

Today’s contact centers cannot afford wasted time or effort. Efficiency is key to productivity, which is why your contact center’s solution should seamlessly integrate with your CRM system. When these systems are not integrated, it can result in incomplete or lost customer data, costing your contact center time, money, and customers. An integrated CRM system is crucial for bottom-line results.

TLDR: 

Contact center CRM integration is necessary to ensure customer retention, satisfaction, and data privacy.

Call to Action:

Find out if one of our CX Application Packs is right for your organization. Request a demo today.

Authority Software Empower Your Workforce in 2022 with automated contact center solutions

Empower Your Workforce: Automated Contact Center Solutions Can Simplify Operations in 2022

/0 Comments/in , , /by

It’s almost 2022, and with the change of the year, it’s time to evaluate 2021 performance and set goals for the new year. As a contact center manager, your goals are to increase operational efficiency, profitability, and customer experience. This is why it might be time to consider automated contact center solutions as the next step to making your operations run smoothly, efficiently, and profitably.

How can automated contact center solutions improve my organization’s operational efficiency?

A modern automated contact center solution is easy to navigate and saves valuable time and resources. Customizable tools can drive efficiency and increase CSAT scores while automating day-to-day operations.

Efficiency, Profitability, Productivity

Without an automated contact center solution, you are losing valuable time and resources every minute of the day as your employees navigate difficult and siloed systems. Between scheduling, scripting, and managing call volume, these systems can not only cause frustration but cost time and money in the long run.

An automated contact center solution increases productivity across the board, cutting resource waste spent navigating outdated and complex systems. With a simple and easy-to-deploy solution, employees and customers have a higher satisfaction rate, and your contact center saves time and money.

Quality Management

When quality management solutions use multiple bolted-on systems, it limits the capability to manage quality assurance easily or efficiently. This can be counterproductive as you work toward increased operational efficiency and customer satisfaction.

An automated contact center solution will have integrated quality assurance forms, with easy and quick access to metrics in real-time, as well as audio/video reporting tools that make finding quality recordings a cinch.

Workforce Management

With outdated contact center solutions, scheduling is a constant challenge. You may know the ebb and flow of call volume as an experienced workforce manager, but there are times when a guess results in over or under scheduling, which costs your contact center and your valuable client resources.

In 2022, it’s time to upgrade your contact center software to an automated solution with workforce management built-in. This ensures suitable agents are scheduled at the right time with no more guessing. An automated solution makes workforce management simpler and performance-based.

Designer

Have you ever experienced this scenario? Your script verbiage needs updating immediately but you know it’s going to take days to roll out. When you have siloed and bolted-on solutions, you don’t have the time or capacity to disseminate information, build new scripts and manage deployment to an entire contact center.

An automated contact center solution increases efficiency with drag-and-drop tools that makes scripting easier than ever. You should have easy-to-use tools to customize and deploy simply, quickly, and efficiently to ensure all employees are delivering the highest caliber experience for customers.

Advanced Outbound List Management

In 2022, it’s time to deploy data-driven campaigns. Call the right customers with the right products to avoid wasting valuable time on a high-volume approach. Without first analyzing who the ideal customer is and what products and services they may respond to, you can waste resources across operations.

An advanced outbound list management tool is a great way to make your automated contact center solution work for your strategy. Outbound list optimization tools can provide advanced management of complex campaign strategies, which drives results for any campaign, no matter how complex. This type of tool prioritizes contacts based on real-time data and increases your contact center’s success rate with campaigns.

Talk to your current solutions provider about Authority Software or Contact Us. 

Authority Software has a fully integrated, easy-to-deploy automated contact center solution that will boost productivity and profitability in the new year. In 2022, set a goal to increase your operational efficiency with a customizable, efficient tool. 

TLDR: 

An automated contact center solution can increase operational efficiency and productivity using an integrated and data-driven approach. This customizable tool can help you better serve your customers and increase CSAT scores and the overall profitability of your contact center. 

contact center software and worker providing service

4 Ways Your Contact Center Software is Undermining Superior Service

/0 Comments/in /by

Antiquated systems can limit productivity, efficiency, and client satisfaction

A contact center’s purpose is to deliver quick and efficient service. Doing so provides a stellar customer experience that allows the business to retain and recruit loyal customers. But when your contact center software is aging and siloed, delivering a competitive customer experience becomes difficult and complicated. 

Contact center managers and operating officers face antiquated systems and bolted-on solutions that are inefficient and add complexity to delivering superior customer service. These inefficiencies can have real downstream consequences to not only the contact center’s business but the clients and end-users. To deliver the very best user experience that results in positive business outcomes, contact center managers must find a superior solution to integrate systems, run efficiently, and deliver accurate analytics. When a contact center runs efficiently, the end-user wins.

How do I know when to upgrade my contact center software solution?

Aging contact center software can be a liability for the business, which is why an integrated, efficient system is crucial for a superior customer experience. If you find your contact center employees complaining about technical issues which have led to poor CSAT scores, you are likely due for an upgrade.

 

1. Siloed systems impact productivity and efficiency

 

Today’s contact centers need seamless integration between CCaaS and other systems. When these systems are integrated, delivering an enhanced customer experience becomes an easy task. No more switching back and forth between programs, wasting valuable time that could be used serving customers. Access to key analytics, reports, and trends should be available with one click. 

Can you imagine a day at work without multiple screens open? The amount of time that contact center employees spend between programs is one of their top complaints. Seamlessly integrated solutions provide the agents with everything they need in a single, unified desktop. 

 

2. Delayed implementation causes inaccuracies and frustration

 

Launching workforce optimization tools usually takes weeks or months, as siloed, antiquated systems and tools become combined to increase efficiency. During a long implementation, work can get lost or delayed, resulting in a lag in productivity and accuracy. Contact centers need to be confident that business results will not be impacted during a system change. Slow implementation can also impact agent scheduling, which has downstream effects on wait times and quality of service. 

Today’s contact centers need a 21st-century tool that deploys immediately and efficiently, integrating systems with no downtime to ensure superior customer service and experience.

 

3. Inaccurate Analytics

 

Sometimes spikes and lulls can create inaccurate analytics. The success of a contact center hinges on accurate analytics and scheduling. An aging system can produce inaccuracies which translates into scheduling misses, which then affects average handle times, CSAT scores and overall customer experience.

A contact center manager needs accurate analytics and reporting in order to help agents achieve their highest potential. They require tools that produce accurate, actionable reports. 

 

4. Lack of real-time data

 

In a contact center, trends can shift on a dime depending on many factors. A contact center needs real-time data on staffing and call volume to achieve maximum productivity. Without real-time access to reporting that evaluates both current and historical trends, it is impossible to operate a contact center as efficiently as possible. Contact center managers need workforce optimization tools with immediate access to real-time reports in order to schedule staff and respond to the customers’ needs. Inefficiencies can cause customer frustration and lowered CSAT scores for the client. Therefore, real-time reporting is crucial in maintaining client satisfaction.

 

Authority Software: Workforce Solutions that Work

 

At Authority Software, we understand the challenges of contact centers and we have worked to provide modern Workforce Optimization solutions that will increase efficiency, productivity, and overall satisfaction for contact centers.

We lead with empathy, listening to the needs of contact center managers and developing customized solutions for each unique center. 

We demonstrate authority, with over 20 years of industry experience and veteran Contact center managers to guide us. We deliver a white-glove service that has earned us a 98 percent client retention rate year over year.

 

Talk to your Contact Center Solutions Provider to develop a plan that’s right for you

 

When you work with Authority Software, contact centers experience the ease, effectiveness, and scalability of a fully integrated, cloud-based workforce optimization solution that ends frustration and long handle time. 

Don’t spend another day trying to manage an outdated system that continues to deliver siloed, ineffective results. 

Need help with your contact center?

Contact Us

Authority Software Delivers General Availability of Workforce Management Solution

/0 Comments/in /by

Authority Software is excited to announce the general availability of Authority Workforce Management. Authority’s workforce management solution rounds out an offering of established industry applications that include quality recording management, customer relationship management, and rapid applications development.

“We are thrilled to enter this arena and to offer an alternative to existing legacy solutions that at their core, are premise based.  Our WFM is 100% cloud native, designed by WFM subject matter experts, and built by us from the ground up with nothing bolted on,” said Lou Mandic, the company’s chief executive officer.  “Our domain expertise in the contact center industry goes back decades, and in designing this solution we sought to make improvements in available functionality, efficiency, and cost.”

Authority WFM eliminates the need for spreadsheets as part of the everyday life of workforce management professionals, is easy to learn, and is faster than any other WFM solution on the market today with proprietary technology that levels calculation intensive processes, resulting in unprecedented speed in forecasting. “Our time to launch can be measured in days, not months. Coupled with our concurrent licensing model, our WFM solution is the most cost effective to implement and use. Billing for named agents is an extremely dated model that only serves to eat into a contact center’s profit margins. Our solutions are scalable, and our customers only pay for what they are using in any given month.”

Recently listed in the “Vendors to Watch” category of DMG Consulting LLC’s 2021 – 2022 Workforce Management Product and Market Report, Authority Software will be demonstrating its solution at SWPP’s 2021 Virtual Summit for Workforce Management, which runs from April 5-27, 2021.