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5 Keys to Improved Customer Experience with Cloud-Based Contact Center Solutions

Optimize your customer journey with cloud-based contact center software

You may understand the internal benefits cloud-based contact center solutions provide to your business, but they also impact your external customer experience. Customers expect quick response times and accurate answers to their questions. Don’t let your WFO solution be the reason customers turn elsewhere out of frustration. Improve your customer experience with cloud-based contact center solutions. 

How does a cloud-based contact center work? 

A cloud-based contact center relies on fully integrated workforce optimization solutions hosted in the cloud. These solutions provide access from anywhere to quality management systems, workforce management, customized designs, and CX applications all while delivering superior service to customers.

1. Get Better Value with the Cloud. 

Your bottom line relies on customer satisfaction and retention. Since using siloed and outdated contact center systems demand more time and energy from your employees, your team can become frustrated and worn out during customer interactions. Helping to recapture this lost time and productivity should be the chief concern of workforce optimization tools now and in the future.

With a cloud-based contact center solution, your team recovers valuable labor hours, previously wasted on navigating and troubleshooting segregated systems. A WFO solution focused on ease of use and speed of service is more likely to improve the customer experience and CSAT scores overall. Don’t let technology get in the way of day-to-day operations and limit the time you spend with your customers.  

2. Cloud-Based Contact Centers Optimize Workforce Efficiency to Meet Demand. 

If it wasn’t clear before the pandemic, it is certainly clear now that the 9 – 5 workday is history. Today, businesses must serve the 24/7 needs of consumers who expect fast, if not immediate, response times. 

Cloud-based contact center solutions ensure employees can be scheduled based on demand rather than the same hours every day. WFO software optimizes labor through algorithms that anticipate customer needs at all hours of the day. This process prepares contact center employees for spikes in customer demand. Scheduling and forecasting prepare the workforce to provide the right amount of customer service when it’s needed the most. No more guesswork. No more massive spreadsheets.  

3. Look to the Future of Customer Communication.

Customer communication has expanded from calling a single toll-free number to including digital channels, such as email, messaging, and live chats. Legacy WFO systems are pieced together segments of software that fail to meet customer needs in a world of multi-channel communication. 

Cloud-based contact center solutions provide easy-to-use and modern UX, so you can follow the customer journey from one channel to the next. Integrated technology and customized delivery connect to allow contact center agents to anticipate customer needs and stay one step ahead of demand. Cloud solutions improve CSAT scores by eliminating the guesswork and enabling exceptional speed of customer resolutions.

4. Match Agent Skills with Customer Needs. 

We’ve all experienced the agonizing frustration of being put on hold for what seems like an infinite amount of time, only to be transferred yet again by the next uninformed person we encounter. Cloud-based contact centers eliminate this frustration through call monitoring and predictive AI to efficiently match your need with an agent who has the answer. This process matches individual agent skills and knowledge with customer needs to prevent wasted time getting to the right person. By following and integrating each unique customer journey, the cloud-based system enables the right agent to match with the right customer. 

5. Ensure Continuity Between Disaster Recovery and Business Flow.  

When disaster strikes, the cloud enables software to continue operating without interruption, unlike premise-based contact center solutions. Infrastructure and data is stored offsite in a secure place to prevent the entire system from going under in the event of a disaster. Mobile-friendly features allow the contact center to be accessible from phones or any device with WIFI access, ensuring business flow continuity that isn’t possible when an onsite contact center goes down. 

In addition, cloud-based solutions provide greater security for contact centers and customer data. By housing the infrastructure and data in a cloud-based model, greater measures are taken to increase security and ensure data protection that couldn’t occur onsite. 

Your customer service depends on cloud-based contact center solutions. 

Cloud-based contact center solutions are necessary to improve customer service in a 24/7, digital world. With customers using multiple communication channels, siloed contact centers cannot adapt to customer expectations and demands. If these systems do not fully integrate, customers will experience slow and frustrating responses. This causes the risk of losing customers because of technology. 

Learn what’s possible with AI-enabled workforce management. Download your free guide today. 

Key Takeaways

  • Siloed and outdated contact center systems demand more time and energy from your employees, creating frustration. 
  • Businesses must serve the 24/7 needs of their customers who expect fast, if not immediate response times. 
  • Communicating with customers expanded from calling a single toll-free number to including digital channels, such as email, messaging and live chats. Cloud-based systems fully integrate these channels to follow the customer journey. 
  • Cloud-based systems enable the right agent to match with the right customer. 
  • Cloud-based contact centers are necessary to improve the customer experience. 
Authority Software 3 Ways Your Contact Center Costs You

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

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

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

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?

Authority Software Delivers General Availability of Workforce Management Solution

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.

Business Continuity Plans During COVID-19 Precautions

We understand this is a time of unprecedented change and uncertainty as we all work together to navigate the current state of the viral outbreak of COVID-19 and the precautions we are all taking to stop the spread. We take the business of our clients very seriously and wanted to take just a few moments to share our plans for continued uptime and support.

We know that you will most likely be experiencing an influx of calls and interactions as your customers seek updates and information. To that end, we want to provide you with some details on our business continuity plans as we work to support your contact centers.

Specifically:

  • Authority Software has been, and continues to be, a geographically distributed remote work environment. All employees are continuing in their efforts to provide you with the very best products, service, and support.
  • We have been in contact with our business partners and expect no service interruptions.
  • Our solutions are exclusively cloud based. Should your staff need to work from home there are no technical restrictions preventing them from doing so. Please reach out to us for support with remote access if there are any questions on this.
  • If you have any questions or concerns, please don’t hesitate to contact us through your regular support channels.

We are continuing to monitor this critical situation and are well positioned to make any changes necessary to adjust to these circumstances.

On behalf of the Authority team, we wish you and your families health and safety during these trying times.

Where We Gather, Amazing Things Happen

Join us at the upcoming Five9 CX Summit in Las Vegas September 17-19

What things will we get to explore this year at Five9’s CX Summit in Las Vegas September 17-19? The big focus – how AI can transform the contact center – and we couldn’t be more excited to join in as a Gold Sponsor for 2019. Tracks and sessions include the future of the contact center, creating extraordinary experiences, and maximizing the contact center.

Not only will you hear from industry experts and leaders, but Authority Software CEO, Lou Mandic, will be talking about the world of Workforce Optimization (without Excel!). In this session, we will cover the real-world possibilities and practices for seamless WFO, look closely at the impact of AI on workforce management, and unpack how it all fits together.

If you haven’t registered yet, don’t miss out. If you register by August 24th, you’ll even save $100.

Will You Win at Contact Center Week 2019?

Join us at booth #628 for your chance to win a pair of Apple® watches or a $500 Amazon® gift card

It’s a big week for the contact center industry as we all gather for the upcoming Customer Contact Week in Las Vegas – and it’s a big week for us too! We are launching our newest offering for workforce management and we will be offering previews of this exciting new module. This application, built from the ground up, is fully integrated with the Authority Center solution and will be generally available in early fall.

Will you be at Customer Contact Week too? If so, don’t forget to join us at booth #628. There you can also enter to win a pair of Apple® watches as part of the CCW Demo Drive or a $500 Amazon® gift card co-sponsored by Five9.

Authority Software Showcase at the ICMI Contact Center Expo

We recently had the pleasure of showcasing Authority Software at the ICMI Contact Center Expo show in Florida. It was a busy few days packed with great conversations and networking with contact center leaders across many industries. One of the many exciting things that took place at the event was that CRMXchange, a long-time leader in covering the contact center technology market, interviewed Authority President & CEO Lou Mandic and featured Authority Software in a new eBook as part of their event coverage.  Take a look to see what you can learn about improving decision-making, monitoring agent performance, redacting protected audio, single relationship records and more — all in the name of a better customer experience!   

Customer Journey

Optimize the Customer Journey as a Whole, Not Touchpoints

Customer Journey

The first step towards improving the ease of your customer’s experience, becoming more customer focused and improving relationships is taking a comprehensive look at your customer’s journey. Customer experience should be at the very center of your business strategy. That said, recent research has shown that your customer can have positive experiences at each touchpoint along the customer journey but still have an overall negative experience. This may seem counterintuitive, but it’s important to consider the journey as a whole and not as a series of individual events.


What is a  Customer “Touchpoint”

A customer touch point occurs any time a customer comes in to contact with your organization. This can include a visit to social media, contacting sales, visiting the website, or receiving print materials. It can also include indirect contact such as an online review that could still influence a person’s opinion of a brand.

 

How is it Possible for Individual Touchpoints to Go Well but Fail as a Complete Customer Experience?

There are many factors that can influence the customer journey as a whole that are not related to each individual interaction. For example, the sequence of interactions could impact the end results. Or each interaction could be positive, but not be aligned to result in the optimal outcome for the customer.  Improving the customer journey means paying attention to the experience as a whole.

 

Getting Started

In recent times, the number of touchpoints possible along the customer journey has grown exponentially. New technology is constantly adding touchpoints, from chatbots to smart speakers to even smart watches. The challenge is how to control the ever increasing number of channels, and how to obtain a complete view of the customer journey when it is always changing.   

Before you get started on your analysis, try and create a list of each touchpoint where a customer may have contact with the brand or could be influenced about the brand’s perception. Be sure to ask for input across departments, so no touchpoint is missed. Determine what the biggest pain points are and rank them.

 

Optimizing the Customer Journey as a Whole

After you have a complete view of your touchpoints, you can begin to step back and take a look at the big picture. How do these channels relate, or come together? How does one touchpoint impact the experience in future touchpoints?  

A Final thing to consider is that the last interaction you have is the most memorable. How can you make that a positive experience? Is there a way to rearrange the journey so the last experience is a positive one?