Smiling Woman Holding Out Hand While Talking on Headset | Is your Unified Contact Center Solution Digital First? | Authority Software

Is Your Unified Contact Center Solution Digital-First? | Authority Software

Customers today prefer to self-solve any issue, and calling the contact center is the last option most will try. However, they expect short wait times and an efficient solution to their problem when they do. Having customer information from all available sources readily available for agents allows for a smooth experience. When a conversation can seamlessly move from chat to live agent, customer experience ratings go up. This also makes task management easier for staff. Modernizing your contact center with a unified contact center solution will offer the best customer experience, increase efficiency, and decrease costs.

What Does Digital-First Mean?

Most modern companies are entirely digitized. The thought of hard copy files and tracking systems for daily use is shudder-inducing. However, digital-first isn’t just “being online.” Digital-first is as much workplace culture as it is about the tech systems used. When companies are truly digital-first, programs are updated with the most optimized solutions available that align with company goals. The digital systems in place all collaborate and work together. This applies from daily task management to overarching company organizational systems.

When companies move towards a digital-first environment, an overhaul of company processes may be necessary to ensure all parts are cohesively working together. Take a close look at how well current software serves the overall team. A complete overhaul can be tricky as operations down to the smallest task rely on these processes. However, holding back only ends up denying the opportunities of prioritizing a digital-first workplace. For assistance recognizing when a switch is necessary, read about the signs your workforce optimization software is ready to retire

Unified contact center solutions assist by  jumpstarting company engagement with digital-first practices. Most unified contact center solutions on the market today are already digital-first. Getting the most out of your contact center doesn’t have to be challenging.

What is a unified contact center solution?

A system that consolidates all points of contact into one reference system, effectively increasing customer satisfaction. Connecting all points of contact for customers also increases productivity and ease of use for call agents. Creating a unified contact center solution reduces friction in cross-departmental processes increasing total organization efficiency. Maximizing customer service experience, directly correlated to higher levels of brand loyalty, will, in turn, produce a higher ROI.

Unified Customer Service Experience

Digital-first unified contact center solutions offer several advantages over traditional solutions. They are designed for use in a world where customers expect seamless communication with businesses through various channels, including social media, chat, and SMS. 

This means that digital-first unified contact center solutions can provide a better customer experience, as they can meet expectations more effectively. In addition, digital-first unified contact center solutions are often more scalable and easier to use than traditional solutions. 

Some of the other advantages of digital-first unified contact center solutions relate to the next generation of customers. Offering a more modernized, better customer experience, these solutions are easier to use, track, and scale. Sprinklr’s article on the use of AI in contact centers points to the ever-growing needs of next-gen customers. It states that “93% of customers expect a seamless experience from channel to channel.” Unified Contact Centers are the top way to achieve this.

Industries

Quality unified contact center solutions are in high demand, especially for high-stakes industries such as fundraising, order management, financial, healthcare, and customer Support. Authority Software provides superior digital-first unified contact center solutions for all verticals. 

These solutions enable fundraising departments to accurately record donor information with pledges and engagement information. They allow centers specializing in order management to view and manage inventories, order fulfillment, and shipping information in one seamless place. 

The Financial and Healthcare industries vastly improve their efficiencies using Authority Software’s patented redaction software fully integrated into these systems. In addition, unified contact center solutions often come with various features. These can include customer relationship management (CRM) integration and call recording.

As this CustomerThink article points out, automation software augments the work that contact center agents do rather than optimizing them out of a job. “Automation also cuts costs and drives consistency, speed, and scalability to business processes.” Quality of care within contact center solutions is essential to boosting customer satisfaction, which is directly correlated to the survival and growth of businesses.

We Can Help

Authority Software’s Unified Contact Center Solutions allow businesses to build a digital-first strategy. Through automation software and custom-built solutions, they can upgrade your contact center’s efficiency. Unified digital-first contact centers manage call intake while improving the customer experience.

Schedule a demo today to learn more about how Authority Software can help you unify and digitize your contact center!

Key Takeaways

  • Next-generation customers expect more from their interactions in the rare times they choose to interact with a live agent.
  • Unified Contact Centers seamlessly integrate customer information for efficient reference, providing a better customer experience. 
  • A Digital-first contact center uses software to connect and enhance company-wide efficiency. 
  • Authority Software’s Unified Contact Center Solutions allow contact centers to manage call volume alongside customer satisfaction, magnifying company growth, and scalability.
Cropped Image of Woman Talking on a Headset | How Digital Initiatives are Driving Innovation in Contact Center Quality Management | Authority Software

How Digital Initiatives are Driving Innovation in Contact Center Quality Management

Just as businesses have moved their operations online, the contact center industry is undergoing a digital transformation. This shift, driven by advancements in technology, makes it easier for customers to communicate with companies through various channels. One of the most important drivers of innovation in contact center quality management is the ever-growing volume of customer interactions. Contact centers now handle more calls, chats, and emails than ever before. This makes it impossible to manually review every single interaction. To keep up with this change and meet the rising expectations of customers, contact center managers turn to innovative digital initiatives for quality management improvements. 

Automated quality monitoring tools help contact centers keep pace with this growth by automatically recording and analyzing customer interactions. This enables contact centers to identify and address quality issues in near-real-time, rather than waiting for a manual review process. An automated process improves customer satisfaction, reduces operational costs, and drives continuous improvement. Quality management tools work in conjunction with other services such as workforce management to help organizations achieve excellence in customer service. Providers like Authority Software offer services designed to work cohesively together. 

Artificial Intelligence in Contact Center Quality Management

As artificial intelligence (AI) becomes more prevalent, businesses explore new ways to implement it into their operations. AI technology is becoming invaluable in contact center quality management, especially in supporting unified contact center solutions. Machine learning technologies help develop new quality monitoring and measurement tools, providing more accurate and actionable insights. By automating tasks like monitoring agent performance and handling customer complaints, AI technology helps ensure that your contact center delivers the best possible customer experience.

Forbes predicts that “in 2022, we’ll see an increase in adoption of AI to augment agent performance, automate quality management, and deliver more proactive care.”

AI-powered voice analytics can automatically identify and flag interactions with high emotional stress levels. Contact center managers can then take steps to address the issue. This ZDnet article references this new tech “sentiment analysis” as able to identify “changes in emotion and behavior during interactions with customers,” which points toward improving future customer experience. Machine learning can identify patterns in customer interactions that indicate a potential quality issue. By leveraging these cutting-edge technologies, contact centers can stay ahead of the curve and improve customer service quality.

Impacts on Employee Training

Digital initiatives also drive changes in the way contact centers train their agents. In the past, contact center agent training primarily focused on product knowledge and efficient call handling. However, with the increasing importance of customer experience, contact centers now emphasize training agents on delivering exceptional customer service. Contact center quality cannot be improved without first improving the quality of agent-customer interactions. Upgrade your overall customer experience within cloud-based contact centers with these tips

Impact on Traditional Monitoring

Digital initiatives also help contact centers move away from traditional quality monitoring methods, such as mystery shopping, which can be time-consuming and expensive. Instead, contact centers increasingly turn to digital tools and technologies, such as interaction analytics, providing more accurate and actionable contact center quality monitoring. Migrating to new systems can be challenging. For advice on a smooth transition read, How to Easily Integrate Unified Contact Center Solutions with Current Operations

By automating contact center processes and leveraging data and analytics, businesses can improve the overall quality of customer interactions. Digital transformation helps contact centers identify and address process weaknesses that impact quality. For example, if a contact center uses an outdated CRM system, it may be challenging to track and manage customer data effectively. As a result, contact center agents may not have access to the information they need to provide quality service. By investing in a new CRM system, the contact center can overcome this challenge and improve its overall performance. Consulting with the experts at Authority Software provides insight into potential improvements for your call center.

How do digital strategies connect with contact center quality management?

Contact centers can more effectively manage quality assurance programs by automating processes and collecting data. Digital tools can help identify training and development needs while optimizing contact center operations.

Digital strategies help contact centers track and measure customer satisfaction levels. By understanding customer sentiment, contact centers can make necessary adjustments to improve the customer experience. Digital technologies help contact centers transform the way they manage quality and deliver an exceptional customer experience.

Let us help you

Looking for a contact center quality management solution? Visit Authority Software today! We offer a comprehensive suite of quality management tools that can help your contact center improve its operations and deliver an exceptional customer experience.

 

Key Takeaways

  • The increase in contact center call volume necessitates automated processes in order to provide quality customer service.
  • Customer experience is the key indicator of top brands and so is a top priority in training. Using AI and digital strategies helps assist in the training process.
  • Digital tools like interaction analytics provide more accurate and actionable contact center quality monitoring, which saves time and money.
  • Monitoring the quality of customer interaction is simplified with automated systems, allowing energy to focus on improvements and growth.
Two Women With Headsets Looking at Computer |How to Deliver Superior Customer Service With Virtual Contact Center Solutions - Authority Software

How to Deliver Superior Customer Service with Solutions for the Virtual Contact Center

The most important aspect of a business is satisfied customers. Superior customer service in a virtual contact center is more than simply delivering a product or service on time; it’s about making life easier for consumers and anticipating their needs. 

Successful businesses do more than merely offer customers a product or service; what they really provide is a solution. Your customers have access to tens, if not hundreds, of options to choose from, which makes providing excellent customer service a top priority. In the end, the quality of a customer’s experience will determine if a customer becomes loyal or switches to another company. 

However, even with the best intentions, some businesses find themselves facing aging, inefficient, and pieced-together solutions that keep them from providing an exceptional customer experience. The key to delivering first-rate customer service is modern, scalable, and rapidly deployable WFO solutions from Authority Software that enable superior customer service.

Should I invest in solutions for a virtual contact center?

Traditional contact centers have often been seen as expensive, primarily due to expenses such as rent and hardware. The emergence of virtual contact centers has provided a lower-cost alternative for companies that offers increased flexibility, allowing agents to work remotely. With Authority Software WFO, businesses can utilize a fully integrated solution suite that is agile and flexible to meet the needs of their customers throughout their journey. 

Virtual Contact Centers Lead to Improved Customer Experiences 

Improved customer experiences begin when businesses keep customers as their focus. Don’t risk losing customers due to outdated, siloed systems that force customers to repeat information and lead to a slow and frustrating experience. Maintaining the same goals and operations of a traditional contact center, virtual contact centers have additional opportunities to help businesses deliver an exceptional customer experience, and with that, high CSAT scores. 

Virtual contact centers deliver improved customer experiences thanks to:

  • Personalization – Customers expect companies to understand their individual preferences and engage with them as individuals. Empower agents to deliver superior customer experiences with more personalized and seamless customer interactions. 
  • Faster resolutions – By equipping contact center teams with an intuitive cloud solution that eliminates the guesswork, businesses will be able to improve first call resolution rates and enable exceptional speed to customer resolutions.
  • Reduced On-Hold Time – Customers want their time to be valued, and being put on hold is often a frustrating experience. Thanks to efficient call monitoring and predictive AI, virtual contact centers can significantly reduce or eliminate on-hold time, matching the right agent to the right customer from the start.  

Cloud-based virtual contact centers (VCCs) allow businesses the opportunity to extract insights from a variety of touchpoints and deliver a more comprehensive customer experience no matter the agent’s location. As customers interact with businesses using multiple communication channels, it becomes increasingly important for these systems to be fully integrated in order to meet customer expectations and demands.

Authority Software helps companies exceed customer expectations with a fully integrated, customized, and easy-to-navigate WFO solution that enables superior service, efficiency, and scalability. 

Higher Productivity Leads to Better Customer Service

More than simply providing answers to customer questions, customer service is the support that you offer to customers, both before and after they purchase a product or service. Offering exceptional customer service is an important component for retaining existing customers and reaching new customers. One way to measure customer service effectiveness is through CSAT scores. Short for Customer Satisfaction Score (CSAT), this score measures the quality of customer service interactions. 

With customized tools to meet the needs of your contact center teams as well as your customer’s journey, virtual call centers can boost productivity enormously. When companies focus on having a more productive workplace, agents can get more accomplished, resolve more issues, and, most importantly, improve the customer experience. As businesses make their contact center operations more efficient, they not only increase productivity but ultimately improve their CSAT scores. Authority Software helps your company increase productivity and improve customer service with an easy-to-use and quick-to-deploy solution. 

Delivering superior customer service depends on cloud-based contact center solutions.

Solutions for virtual contact centers are necessary to improve customer service and lead your business to success. With Authority Software, contact center teams and their leaders are no longer frustrated with aging, inefficient, and pieced together solutions that keep them from delivering an exceptional customer experience. Instead, Authority Software provides a customized, scalable, and easy-to-navigate WFO solution suite that ensures superior customer service.

Learn what’s possible with AI-enabled workforce management

Key Points

  • Improved customer experiences begin when businesses keep customers as their focus.
  • Virtual contact centers allow businesses the opportunity to extract insights from a variety of touchpoints and deliver a more comprehensive customer experience.
  • Increase productivity and improve customer service with solutions for virtual contact centers. 
  • The key to delivering first-rate customer service is a modern, scalable, and rapidly-deployed WFO solution from Authority Software.
contact center forecasting with gear icons

A Guide to Contact Center Forecasting & Workforce Management

Maximizing your Contact Center Forecasting Starts by Understanding the Laws of Supply and Demand.  

When measuring your contact center forecasting success, it’s easy to get caught up in reaching service and financial goals, forgetting the need to keep staffing costs down. One of the most common challenges facing workforce managers is balancing the two. Many different forecasting techniques are available, but you probably struggle with knowing which system works best for your contact center. The end goal is to balance your supply of employees with the demand of calls, emails and web chats. 

First, it is necessary to understand the law of supply and demand. Demand consists of calls, emails, web chats and other forms of communication taking place with the customer. The number of contact center employees available to assist a customer determines supply. When the demand surpasses supply, service levels reduce, employees become overwhelmed and customer satisfaction decreases. When the supply is greater than demand, service improves at the cost of advisors being paid with no work to do. The key to contact center forecasting is finding the perfect balance between your contact center’s supply and demand. 

What is Contact Center Forecasting?

Contact center forecasting is a projection process to schedule the optimal number of employees to meet the contact center’s demand. The goal is to have enough agents to meet caller needs without having too many agents being paid without any work to do. Forecasting accuracy depends on considering call volume and omnichannel interaction averages from previous years, current trends and the time of year.    

Forecasting Factors to Consider

Contact center forecasting consists of projecting the number of incoming calls and aligning them with the actual number of calls that occur. Then, managers can schedule the optimal number of contact center agents. A big part of accurately forecasting is accounting for change. Factors such as days of the week, months, seasons, holidays and time of day impact the demand of an average contact center.  

These are all regular events that impact demand, but forecasts must also consider irregular factors. These factors include variations in call volume, call time, different needs and the amount of assistance required. Contact center managers must consider regular and irregular factors to make the most accurate forecast.         

Workforce Management Integration 

Properly integrating knowledge from your workforce management system is vital to accurate forecasting. Then, you can consider historical data in the forecasting process to better understand what happened in the past. 

You must also understand how other departments operate and consider their workflows, such as meetings, training and marketing campaigns. This knowledge will enable you to understand the staffing demand of the entire organization to project the supply and demand of your contact center.  

Trends and Seasonality 

One way to consider historical data in contact center forecasting is to assess trends and seasonality. Trends can show call volume levels being consistent over the same time as previous years. Seasonality impacts forecasting similarly by considering the time of the year and holiday seasons in their projections. For example, November and December  may be a season where retail companies see an increase in calls, but accounting and insurance businesses may see a reduction as people focus on other things during the holiday season. 

Previously, forecasters used an average of the past two or three years to project call volume. Now there are more efficient ways to project through exponential smoothing. This forecasting strategy prioritizes recent years to produce more accurate forecasts. Don’t forget to remove any outliers or oddities from specific years that occurred in a unique circumstance.    

Scheduling the Right Workforce 

Once you make your forecasts and projections, it’s time to start scheduling your contact center staff. Ideally, you would always have the perfect number of agents to respond to the exact number of calls. Unfortunately, in a world of employees getting sick, running late, or unexpected call volumes due to unpredictable circumstances, changes to the schedule must occur to best meet contact center demand, achieve business goals and provide quality customer service. 

Even a schedule based on good forecasts is not final, and you should change it according to employee and contact center demand needs. The contact center manager should regularly make adjustments to ensure workforce efficiency. Automation from a workforce management system can make the adjustment process much easier by searching a database of all worker availability, looking at employee history, and comparing workforce supply with the forecasts to make better predictions in the future.      

The Key to Improved Contact Center Forecasting Starts with Optimizing Your Workforce Management System.

An outdated, siloed workforce management system is a thing of the past. Your forecasting success depends on optimizing the perfect balance between your contact center’s supply and demand. Download your free whitepaper today, and discover what’s possible with an AI-enabled workforce management system.  

Key Takeaways

  • The key to contact center forecasting is finding the perfect balance between your contact center’s supply and demand. 
  • When the demand surpasses the supply, service levels reduce, employees become overwhelmed, and customer satisfaction decreases. 
  • When supply is greater than demand, service improves at the cost of advisors being paid with no work to do. 
  • Factors such as days of the week, months, seasons, holidays and time of day all impact the demand of an average contact center. 
  • Even a schedule based on good forecasts is not final, and you should change it according to employee and contact center demand needs.
Graphic of Man Pointing at 5 Different Icons | Authority-Software-5-Keys-to-Improve-Your-Customer-Experience

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.