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4 Ways to Improve Employee Experience With Better Contact Center Management

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As the effort to meet the customer’s needs becomes more challenging, employees feel the brunt of it. Increased customer expectations have led to employee burnout, which does not lead to an excellent overall customer experience. Contact centers are trying to meet the rising demands of the customer, but that becomes more complicated with technologies evolving daily. This leads contact center management teams to become inefficient and frustrated.

Contact centers exist to deliver quick and efficient customer service to the customer. Employees can feel drained and burnt out when technology is not up to par. When employees are unhappy, meeting the customer’s needs becomes almost impossible. Then, the customers are dissatisfied, and so are the employees.

Workforce optimization (WFO) tools may be the solution many contact centers have sought to improve their efficiency. WFO tools can streamline processes and help combat daily contact center challenges to help things run more efficiently.

How Can We Improve Contact Center Management?
Contact Center Management can be improved with Workforce Optimization (WFO) tools. WFO tools are intended to help businesses achieve better performance and meet the needs of their employees and customers through customized solutions based on the business’s unique needs. WFO tools can consist of various recordings (audio/screen recording), analytics, forecasting, scheduling, and performance management.

4 Ways To Improve Employee Experience

WFO tools improve the employee experience in a contact center by improving efficiency, increasing productivity, and reducing errors when adequately implemented. Here are four ways to improve employee experience with better contact center management.

1. Make Better Decisions

WFO solutions allow contact center management to generate the critical data they need to make informed decisions. With WFO tools, contact center agents can accurately enter detailed information regarding their touchpoints. This data is available to meet the contact center’s many needs and satisfy their customers better, from scheduling the right staff at the right time to monitoring agent activities to identifying areas of inefficiency. Careful analysis allows contact center management to pinpoint performance issues and identify areas that have disrupted productivity or caused customers’ needs to go unfulfilled. Access to better data makes it easier for contact center management to make better decisions that would eventually bring satisfaction to their customers.

2. Meet Customer Demand

One of the most critical things contact center management is responsible for is meeting call volume. More detailed data with the correct information can give contact center management what they need to predict future workload volumes better. Better analysis provides data to calculate the time required to accomplish specific tasks, ensuring the necessary staff is available. This helps to keep agents from being overloaded during their work shifts.

3. Recognize High Performance

With improved analytics features, contact center management can identify high-performing agents. And with quality management solutions, contact center managers can easily recognize rock stars during performance reviews or highlight them during training or staff meetings. When employees feel appreciated and receive positive recognition, that makes them happy. With happier agents, you’re likely to find happier customers.

4. Make Employees Happy

Increased efficiency and retention go hand in hand. It’s hard to have one and not have the other. When employees are given the technology they need to perform their jobs efficiently, they’re likely to be more successful at their jobs and more productive. When employees feel stress relief while performing daily tasks, their productivity increases.

Key Takeaways

  • Employee burnout makes it a challenge for contact centers to deliver quick and efficient service to their customers.
  • Contact center management can be improved with Workforce Optimization (WFO) tools.
  • WFO tools can increase efficiency and productivity to provide for the overall satisfaction of your customers and agents.
  • WFO tools can help improve the employee experience and retention.

Learn More about WFO

WFO tools have the potential to balance the needs of customers, the contact center, and employees by streamlining processes and making them more efficient for everyone involved. These tools can help create a happier work environment while improving customer service when adequately implemented. Read our blog to learn more about using WFO tools in your business.

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

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

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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.

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