Contact Center solutions are now changing and this is a topic of growing interest in 2020. Companies’ challenge is to increase customer satisfaction with a 100% efficient service: as we don’t know exactly when face-to-face interactions will be possible again, now more than ever their service will be rated 5 stars only if they’ll be able to reduce long and boring waiting times. Providing a satisfactory experience thanks to digital technologies will help your customer care service to be more efficient and productive.

 

Fortunately, most companies know well the importance of customer services and their direct impact on the entire business (for example awareness, gains, and word of mouth) so they are now focusing their attention on how to improve customer experience through these types of services. 

 

Especially during this particular moment when most people work from home, the landscape has changed: everyone needs constantly to be connected in order to interact with people, so their patience is not that much, they want to solve a problem quickly and often immediately, their expectations are high. 

 

“Companies are taking the contact centre more seriously. It’s the last thing between your business and a lost opportunity. In a world where customers want more, companies are delivering easier, more optimized experiences.” – says Zac Taylor, Director of strategic communications for contact center solutions at Cisco.

 

Automation and digital innovation can help agents perform their job at best:

  • The technology support can ease processes and the retrieval of information needed from behind the scenes, while the agent’s speaking on the phone, leaving more space for a genuine, empathetic conversation with the customer. 
  • Intelligent virtual agents can answer to some questions directly, providing an immediate response.

 

Companies producing Contact center softwares focus their attention on offering products able to solve final customer’s problems efficiently in less time and the first-time around. No customer should be stressed or be forced to call a second time for the same problem.

A professional software working behind the scenes of a contact center can make the difference and boost both agents’ performances and customers’ satisfaction. An inadequate software can have a bad impact on both because it can be your last chance to recover an unhappy customer.

 

For example, the contact center integration with the company CRM platform is an incredibly powerful weapon that allows operators to keep a close eye on your customers’ cards during the calls and to take notes and transfer them to other departments or specific persons, according to your preferences.

 

Business Intelligence is another technology that can support your company in the analysis of your contact center performances: collecting and analyzing customer data is important for you to monitor and evaluate the customer experience and the customer service and bring to light possible critical issues.

 

Mida Solutions R&D Department is now working on these new technologies – and others will be considered in the next months- in order to provide its customers with cutting-edge technologies able to maximize customer service and turn it into a positive experience.

 

Stay tuned!