Choosing the right UC system for your customer service is a priority. Streamlining agents’ workflow allows them to better perform and consequently deliver high-quality support.
In a fast-transforming digital landscape, it is essential to empower employees with an advanced toolkit to deal with the most complex issues and the most sensitive conversations. They should be able to seamlessly assist customers’ requests. Resolving them in a quick and efficient manner increases people’s satisfaction. They will enjoy the company’s service. Consequently, the adopted solution should be flexible enough to meet customers’ and agents’ needs.
Flexibility is a really appealing feature of this UC solution. It comes behind the mere meaning of this word. It gathers different crucial aspects to be considered when you are evaluating a contact center. Let’s go deeper into them.
Why is flexibility a key aspect of modern customer service?
- Accessibility – The hybrid working approach is a scenario that is here to stay and the company should face it with the right UC solution. The contact center tool you are evaluating should ensure this seatless aspect. It needs to be accessible from any location in the Cloud by multiple users just by using their credentials. Furthermore, a unique interface with centralized management and conversation history should be provided.
- Turnkey all-in-one system – Your new contact center solution should include easy-to-use full-featured cloud-based UC applications, such as attendant console, compliance recorder, queue management system, and IVR. It should be also integrated with your CRM system and other business processes to decrease the time wasted by your agents to jump from one tool to another. In this way, all your agents need to smoothly carry out their daily operations is well incorporated in a unique environment, such as Microsoft Teams. Consequently, it lets them be more productive.
- Multi-channel approach – A modern advanced contact center should allow companies to provide multi-channel support letting customers interact with your team across different methods (e.g. calls, chats, emails). The platform your agents should rely on needs to be flexible to collect information from different sources and make it available in the same unified ecosystem, such as Microsoft Teams. As a result, a consistent customer experience is ensured because your agents have all customer information at hand.
- Gradual migration to the Cloud – The solution you are selecting should be flexible enough to guarantee a progressive swift of your Unified Communications from legacy systems to the Cloud. For many reasons, such as financial and organizational requirements, you can prefer to adopt a contact center that grants the coexistence of legacy and cloud technologies. This flexible aspect can be crucial in your evaluation process because it lets gradually scale up licenses and defer migration costs.
- Easy scalability – Your new contact center should be adequately flexible to evolve with your business scenario. It should follow both the growth of your company, the evolution of the market and also meet your customers’ demands. In other words, you should select a UC solution that can be activated with an “as a service” licensing model to allow you to decrease service inefficiencies. In other words, with this approach, you can easily add and remove licenses as required as well as pay only for what your agents really need and use.
Give agents the flexibility they need to provide a top-quality service by adopting the right toolkit. Discover more about our flexible solution, Mida C3 – Cloud Contact Center here. It combines all the highlighted aspects.