Image of male consumer using phone | 5 Benefits of Building onto Your Existing CCaaS Technology | Authority Software

5 Benefits of Building Onto Your Existing CCaaS Technology

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More and more these days, your customers expect to be able to contact your business any time over various channels. An efficient, intelligent customer service response is crucial for fostering repeat business. The CCaaS technology you’re using at your contact center can make or break your customers’ experience with your company and either turn them into brand loyalists or drive their business elsewhere.

Suppose your current CCaaS technology doesn’t operate with a unified desktop. In that case, it’s probably not offering your customers the most efficient experience or providing you with the insights into customer behavior that you need to improve their experience. The good news is you don’t have to overhaul your CCaaS to get better results. Upgrading or expanding your current technologies with Authority’s Designer tools can provide these 5 benefits to your business.

1. Free Up Time Wasted on Monotonous Tasks

Some parts of your agents’ jobs aren’t hands-on interaction with customers, like sending batches of performance report emails or backing up files. These tasks need to be done, but they also mean that each agent interacts with fewer customers daily. An easy solution is to automate these tasks. If your current CCaaS technology can’t schedule tasks, it’s time to consider an extension that will.

2. Provide Consistency and Minimize Human Error

You don’t just want your customer service to be efficient; you want it to be consistent. Every customer who contacts you via your contact center should receive the same standard of care and treatment. An easy way to do this is with the use of scripts. However, a set script won’t be able to support each customer’s needs and questions. You could create different scripts for your agents to use in other circumstances or upgrade your current CCaaS technology to provide branched logic scripts in real-time during calls. As your agent talks to a customer, this program intuitively generates a set of predetermined responses to guide the conversation forward. These interactive scripts follow the natural flow of the conversation but still provide structure for your agents, minimizing human error and increasing customer satisfaction.

3. Store More Data With CCaaS Technology

Storing information for future interactions helps you provide a better experience to your customers each time they contact you. Unfortunately, your current system might have limits on the number of tables or fields it can hold at one time, or data might expire after a certain period. Either you’ll lose crucial customer data, or you’ll have to regularly export and organize data to a third-party server. Upgrading your CCaaS to unlimited storage ensures that you always have the information you need easily accessible.

4. Do More with Your CRM

Your contact center is at the heart of your company’s Customer Relationship Management (CRM) system. That’s why it makes sense to integrate your CCaaS technology seamlessly with your CRM program. By unifying both functions into one desktop, your agents can more easily access all the relevant data for a transaction across applications with one set of credentials. Expanding and improving options to configure contact management in your CCaaS allows you to add additional functionality to your existing CRM system without losing any data.

5. Perform Comprehensive Reporting

Close and careful data analysis is key to improving agent performance and providing customers with a better experience. Configuring your own reports allows you to track the metrics that matter most to your business. Whether you want to analyze data collected within your CCaaS technology or import data manually or through a third-party application, you need a system that can seamlessly access your data, generate reports, and export them. Upgrading your reporting capabilities lets you take a more in-depth look at your key performance indicators and optimize your workflow.

How do I expand on my existing CCaaS technology?

Designer by Authority Software leverages native integrations with your existing CCaaS technology to rapidly develop new applications and grant agents on-demand access to relevant data from multiple sources.

If your current CCaaS technology lacks essential functions, adding the features you want is easy without switching over to an entirely new system by using Authority Software’s Designer. Designer builds on your existing CCaaS technology to provide a unified desktop, delivering customer experience intelligence from all available sources, all in one place. Start optimizing your workflow with Designer today.

Key Takeaways

  • Customers want on-demand, high-quality support from your business.
  • Manual tasks limit the number of customers your agents can assist. Automating them through Designer is a great way to enable your call center to increase call efficiency. 
  • Branching logic scripts help ensure consistent quality in customer interactions.
  • Your CRM system and your CCaaS technology are inherently related and should be integrated.
  • Thorough and efficient reporting helps you operate at peak efficiency. Find out how Designer can help you today!
Clip art of check list to boost customer experience | How to Use Quality Assurance Monitoring to Boost Customer Experience | Authority Software

How to Use Quality Assurance Monitoring to Boost Your Customer Experience

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It’s not just your imagination—your customer’s expectations for the quality of customer service they receive are at an all-time high. According to the “State of the Connected Customer” report conducted by Salesforce, the modern customer wants more than just quality service. They want proactive service and personalized interactions. The best way to provide quality service is with quality assurance monitoring.

You might have established rigorous customer care standards and training procedures at your contact center. Still, they don’t do you or your customers any good unless they’re being put into practice. Quality assurance monitoring helps you gauge agent performance, correct deficits, and provide your customers with the best possible experience.

What is quality assurance monitoring?

Quality assurance monitoring is how your business guarantees that your products and services consistently meet your set standards. You use audits and other assessments to evaluate if your employees, processes, and systems are delivering the results you expect.

Get Agents More Engaged and Committed to Customer Service

Your contact center agents are the face of your customer experience initiatives. An agent’s interaction with the customer determines whether that customer keeps shopping with you, recommends your business to others, or takes their business elsewhere and possibly posts negative reviews on a public forum. Agents who don’t feel valued or engaged are more likely to become apathetic and less likely to provide the highest quality customer service possible.

One of the main reasons contact center agents experience job dissatisfaction is a lack of timely performance feedback or only receiving negative feedback. A way to consistently provide positive feedback creates a better work environment for your agents and motivates them to go above and beyond for your customers.

Make Calls More Efficient

You’ve probably heard that time is money, especially when it comes to customer service. The modern customer leads a busy life. They don’t have time to spend an hour on hold or be transferred through multiple departments to resolve their issue. More than three-quarters of customers agreed that the best way for a company to provide superior customer service is to value their time.

You can understand the factors involved in each service interaction’s average handle time (AHT) using quality assurance monitoring. Enhanced recording capabilities allow you to carefully screen interactions to see where they could benefit from streamlining. Using these insights, you can adjust your training procedures to deliver a more efficient, time-conscious response to your customers that does not sacrifice care quality.

Ensure Compliance with Script and Other Company Policies

Your contact center already has procedures in place to guarantee a good experience for your customers. Using quality assurance monitoring, you can fine-tune those procedures to be even more responsive and efficient. You can then use quality monitoring to ensure those procedures are carried out correctly. Quickly analyze transcripts to determine if your agents follow scripts accurately and ensure all appropriate actions are taken to help customers. If you notice any skill gaps or deficiencies, you can immediately single out those agents for training and coaching targeted to the areas where they are struggling.

Today’s customers are very concerned about data security and privacy. You probably already have security standards your agents must follow, but all it takes is one mistake to damage a customer’s trust in your business. Quality assurance monitoring can help you ensure that all data your company acquires is handled appropriately and immediately correct any errors.

The Authority Software Solution

A library of transcripts for every customer interaction through your call center provides valuable training resources for new agents. As opposed to the random cherry-picked examples you may have had before, you can now show them how various real-life customer issues were handled either well or poorly. A robust quality assurance monitoring program is the best way to confirm that your agents are equipped to provide the best quality service to all your customers.

Quality Management is not an area where your business can afford to cut corners. Download the whitepaper now to see the facts about quality assurance monitoring and its importance to your contact center.

Key Takeaways

  • Quality assurance monitoring allows you to ensure your customers are receiving the best customer service you can provide.
  • Giving your agents timely feedback improves engagement and motivates them to provide customers with a high-quality experience.
  • Making your contact center more efficient improves customer satisfaction.
  • Quality assurance monitoring helps you provide better training for your agents and quickly identify and correct any compliance issues.