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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.
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.