Evolving technology for contact centers now provides digital tools to improve customer satisfaction, enhance product and service quality control, and collect data for future innovation. Fundamental business is simple: companies sell things and customers buy them. What is complex is how those businesses connect with those buyers. Through the use of intelligent digital communication, every business can respond quickly, accurately and successfully with potential and actual customers, regardless of the email, text, chat, phone or other technology used to make the contact.
Business Intelligence and Customer Service:
Keeping customers happy is critical to the success of every business. Seller/Buyer interactions are no longer conducted face-to-face, but instead occur through a variety of disparate technologies. The lack of personal contact can make a seller/buyer connection difficult to achieve and harder to maintain. Smart businesses invest in contact center business intelligence technology that ensures that their current and potential customers gain easy access to their Customer Service departments and receive excellent service throughout their interaction with staff. These companies use customer-optimized software to provide a succinct, accurate and rapid response to every customer inquiry, regardless of the technology in use. They will then use the software to track and analyze all aspects of the company/customer interaction. This data informs the entity about the impact the product has on the person who uses it, which can then enhance future innovation and strategic planning.
Business Intelligence and Workforce Optimization:
Labor is often the largest entry on the expense sheet; using it well can boost both profit and corporate goodwill. The primary goal for every employee should be to improve company revenues by providing customers with excellent service. Intelligent technology can now track how staff are interacting with potential and actual customers, and can provide direction for improvements in product information, staff scripting and complaint follow-ups. Analysis of that data can identify challenges to systems and provide insight into potential responses. Staff training can then be revised to improve staff performance, and ultimately, the customers’ experience with the customer service department.
Customer service is the front line of every business, and getting that right is imperative in today’s economy. Connecting the various technology platforms to products and services will ensure that consumers can find what they are looking for, no matter what digital platform they use. Contact us to discuss how CC-One customer service analytics and customer retention strategies will improve your companies’ existing products and services, and help you plan for the future.