Our Viewpoint Blog » Latest Articles
Apr 23, 2020 Thomas Cannon

Contact Center Technologies That Will Help Your Business Compete

Customer expectations are higher now than they have ever been before. As a result, it’s crucial that your company is able to make the most of innovative technologies that enhance your customer experience (CX) and help you stand out above your competitors.

To give you an idea just how important customer experience is to your company’s customer service strategy, a study from Walker found that CX will become more important than price and product this year.

Not only that, but a survey from Gartner also found that a staggering 89 percent of businesses now compete through the level of customer experience that they are able to deliver - not the product or service that they are offering.

To ensure your business has world-class customer experience and a customer service strategy that delights your customers, the use of innovative technology is crucial.

Contact center technologies such as artificial intelligence (AI), chatbots and intelligent virtual agents are significantly improving the experience that customers have with your business, while other tools such as operational intelligence and live-call guidance are improving the performance levels of customer service representatives.

Unfortunately, these technologies are expensive. It’s incredibly unlikely that your company has the finances available or in-house expertise to either afford these technologies or use them effectively.

By choosing the right contact center partner, however, you will be able to access the technologies needed to enhance your customer experience and deliver a superior customer service that far exceeds what your competition is offering.

Here are just some of the technologies your company will have access to, when you partner with a world-class contact center:

Contact center AI

Artificial intelligence is the future of customer service, but it’s not here to replace customer service agents - it’s here to enhance the work they do. From chatbots, machine learning, natural language processing and many other technologies, AI is the main driver behind customer experience improvements.

Your company will realize a huge number of benefits from the implementation of AI technology, such as:

  • Significantly improving the customer experience.
  • Reducing customer effort by automating how they interact with you.
  • Improving customer satisfaction by improving the number of queries you are able to resolve.
  • Empowering customer service agents to work on more complex queries rather than wasting time on questions that can be easily automated with the use of AI.

Operational intelligence

Personalization is the key behind successful customer service in today’s highly competitive world. Customers want to know that your business cares about them, and personalizing the customer experience will show exactly that.

That’s why collecting customer data is incredibly important for your customer service strategy, but how exactly do you use that data to improve in-call conversations between agents and customers? Operational intelligence technology is a great start.

Real-time operational intelligence transforms customer data into in-the-moment feedback for customer service representatives. By displaying this data in a visual, actionable and accessible way, agents can make insightful decisions while on a call with a customer - removing friction from the customer service experience.

Interactive voice response (IVR)

Companies that offer a wide range of products or services, or those which simply have a large number of different customer queries that come into their customer service team, often have a difficult time routing a call to the most appropriate agent.

With interactive voice response (IVR), this issue can be avoided. IVR is an automation tool that allows customers to select from a menu of automated prompts - either through the use of a dial-pad or speech recognition. Once they select an option, their call is routed to the most appropriate agent to resolve their query.

IVR will bring a number of benefits to your business. Most notably, however, it will save employees a significant amount of time trying to find the right agent to send a query on to, as well as creating a far more seamless customer service experience for the customer.

Live-call guidance

Ever wondered how you can improve customer service agent performance during the middle of real-time conversations? Live-call guidance technology can do exactly that.

Live-call guidance uses artificial intelligence technology to analyze real-time phone conversations between an agent and a customer. The technology is then able to prompt agents with the best answers based on the contact and reactions of the conversation.

This instant feedback means customer service representatives are able to improve their performance in real-time, ensuring they don’t make mistakes on a call and significantly improving the experience a customer has when they call your customer service team.

Do you want to learn more about contact center technologies and how they can transform your customer service strategy? Contact Advantage Communications today. Our team of experts would love to answer any questions that you may have.

Published by Thomas Cannon April 23, 2020