For Contact Centers, productivity is one of the fundamental elements. This implies addressing this issue from three perspectives: technology, processes, and quality of the customer experience. Hence, the importance of having both human resources and the right Contact Center solutions.
We know that managing a contact center is not an easy task. However, this process can be simplified if you take into account 3 key elements that allow you to bring your operations to the expected level of efficiency. Here we tell you about them!
1. Implement the appropriate technology
Incorporating the right technology is key in the process of optimizing the productivity of your contact center. Technology that allows you greater control of operations, even more so in remote work mode. Therefore, it is vital to have video collaboration tools, find different ways to motivate agents, and even improve the efficiency of supervisors.
For all the above, the adoption of innovation through disruptive tools is elementary. It is here, where the implementation of a package of tools such as Smart Staff Optimization (SSO) is indispensable. SSO is a package of solutions that allows the normal operation of a remote contact center, with the highest effectiveness.
The tools that are part of this package (SSO) for Contact Center Solutions are the following:
Business Intelligence:
Enghouse Interactive’s Business Intelligence tool gathers all the information in an interactive and visual control panel, which allows knowing the users and predict their behavior, facilitating the decision-making process, and increasing the business opportunities.
Quality Management Suite:
It facilitates not only the detection of possible errors or deficiencies in the processes but also allows the detection of the coaching needs of the agents.
Vidyo:
Video collaboration platform for companies that allow creating faster, more direct, and efficient connections. It facilitates communication and generates greater trust between agents and supervisors.
Workforce Management:
Facilitates forecasting and scheduling of contact center staff work on an easy-to-use platform designed to increase agent retention and productivity and reduce administrative costs.
Contact Center Gamification:
Gamification is one of the most powerful tools that can be used in a contact center to train agents more efficiently and increase their level of involvement.
Likewise, together with SSO, a Cloud solution is also ideal in this process. It allows you to offer a service to your customers, through any channel, and from any place. Cloud solutions allow you to work as if you were in the office, without the need for complex and time-consuming installations, and above all with the flexibility and security that the operation deserves.
Like many other sectors, the contact center market has changed enormously with the appearance of the cloud. This is a trend that continues and will continue in the coming years.
Presence SmartCloud is Enghouse Interactive’s cloud solution. It helps companies to offer better experiences in a flexible, scalable, and secure platform.
Why Presence SmartCloud?
Enghouse Interactive and Microsoft have formed a strategic partnership originating Presence SmartCloud. This allows them to provide improved capabilities to companies in their Customer Experience processes. They are an evolution towards speed, personalization, flexibility, pay-per-use, and agility.
Presence SmartCloud Measurable Results
2. Automate processes intelligently
What is done in two hours, it is possible to do in 1 or even less time. When traditional methods are used, for example, and the channels are not integrated into a single platform, this can result in reprocessing for the agent when he comes into contact with a customer. This translates into lost business opportunities and even decreased productivity.
Both the automation of Contact Center activities and the automation of tasks within the company are aimed at reducing operational costs and increasing productivity.
For the above, an automatic dialer is an excellent option. It optimizes the time the agent spends on telephone contact management, eliminating unproductive time between calls and mechanical tasks that wear him down and distract him from his objective. In addition to minimizing 99% of human error when making a call which could end up in the wrong phone.
Likewise, Contact Center solutions with a focus on Artificial Intelligence such as chatbot and virtual assistants, allow you to automate the Customer Journey and offer personalized omnichannel attention. This with the objective of improving the customer experience, offering an adapted experience through any channel.
Without a doubt, Contact Center automation allows you to optimize the management of operations and comply with the main KPIs of the business: increase customer satisfaction, improve service processes, and reduce operating costs.
3. Evolve your Contact Center into an Experience Center
Today it is well known that 85% of companies have in mind that as customers become more informed before making any transaction, and these become more complex, it is more important to have a customer experience strategy in which marketing and customer service are integrated.
This is why the Customer Experience is now about strategic positioning, as it allows a company to differentiate itself from another and, without a doubt, set the standard in the market.
This is where the agent’s productivity plays a vital role. Because it will allow you to guarantee customer satisfaction (CSAT). This will enable customers to get the right answers at the right time. Hence, the importance of having Smart Staff Optimization (SSO) tools to keep agents motivated and, above all, committed to the customer experience.
In short, improving the productivity and efficiency of a Contact Center requires a perfect combination of processes, technology, and Customer Experience. These three areas will allow you to reduce costs, optimize activities, and even keep your agents motivated, and therefore, your customers satisfied.
If you want to know more about how to streamline your processes and improve the productivity of your contact center operations, click on the button.
