What Makes a Visionary Contact Center?
Look beyond the horizon. What can you see? Where is your organization headed to? How is your contact center shaping the future of your company?
Artificial intelligence, smart technologies, and omnichannel integrations have turned out to be features contact centers are clinging on for enhancing customer experience. The budding of IoT combined with the rising customer demands requires contact center software solutions that are easy to deploy. These systems should have robust capabilities that facilitate smooth integrations across various devices and intuitive interfaces.
Visionary Contact Centers Should Embrace Open Source Developments
Over the years, we’ve seen tech giants such as Adobe fall from glory to grass because they value in-house developments. Today, most software are open source programs which encourage development and input from other tech-savvy people. Great contact center integrations should include apps that accommodate contributions from anyone. Since we’re serving people of diverse backgrounds, open sourcing programs make them usable across the board. Making source codes free for the public promotes knowledge sharing and transfer which in turn leads to the creation of robust tools for communicating with the customer.
Latching On the Power of Data Silos
Data is everything. Without data, your contact center is an empty shell – no info about leads, no analytics and basically no nothing. Since we have useful technologies to extract and store data at our disposal, using the data for innovations and forecasting customer’s nimbleness is still a challenge.
When building apps and tools for ERP or CRM, we need to be introspective and think beyond organization’s needs and current customer desires. Data silos shouldn’t be collecting dust but rather form crucial databases where CRM customer relationship management tools can extract vital consumer information.
Top call center CRM integration tools such as Salesforce have invested heavily in R&D to foster its ability to get more insights from consumer data. Contact centers that are thinking of the future enable seamless augmentation with such CRM tools so that agents can extract as more information about the prospects as they can. This is because they can access a whole hog of the customer’s behavior.
API as The Powerhouse for Reliable Forecasts
Often than not, your company needs to compare historical reports with the current reports and compare them with forecasts generated from the huge chunks of data. Reliable contact centers enable your business to access historical call, voicemail, email and chat data with ease. You can then use the reports to support your current stats and crosscheck their metrics to see where you can make some improvements.
Fusing the capabilities of API reporting together with CRM for small businesses can allow you to tailor your services and products to the customer. Information from social media, phone calls and web chats obtained through CRM can be compared with data from previous years. This assists in shaping the customers’ overall journey and extrapolating it to estimate where you expect your clients to be in the next five years. Such insights are vital in developing long-term strategies to anticipate consumer preferences and wants.
A visionary contact center is that that is able to find the actual voice of the prospect by leveraging the available tools. At Nectar Desk, we deploy call center management software that not only addresses the current needs of your workforce and prospects but also defines the future of your contact center. Our cloud software solutions accommodate 20+ integrations and other apps that allow you to use customer’s call center data effortlessly across all platforms. For inquiries including pricing and types of service, contact our support team and get instant feedback for free.