Contact Centre Solutions

Finding the right balance of cost efficiency and the customer experience.

The best operations find ways of improving the experience - reducing wait times, streamlining prompts, improving accuracy - without raising costs. The leaders in doing more with less are taking advantage of a society increasingly comfortable with self-service. Integrating their data and business processes with communications software and systems allows their customers to get directly to what they need, when they need it.

Expanding communication channels, e.g. adding web-chat as an option, allows agents to serve multiple customers nearly simultaneously. Enterprises should seek to reduce operational costs by automating what is practical, for instance, simple and intuitive self-service options such as natural speech language recognition or IVR - but they should always give the option to speak to agents.

Directing customers to the right agent, every time.

Few agents can address every need of all customers. However, new tools and technologies exist that help businesses match customers with agents who have the appropriate education, skills, language, and experience. For instance, skills-based routing software uses algorithms that can ensure different customers with different needs spend the least time possible being transferred until they get the right agent. An example could be a travel agency that automatically connects a cruise-lover to a cruise specialist on the first ring, and an extreme-adventure enthusiast with an agent focused on that type of travel. 'Presence', a new capability, enables similar expediency within the enterprise.

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