Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. For example, it’s rare that you’ll find a call center operation without an interactive voice response system (IVR), an automatic call distributor (ACD), computer telephony integration (CTI) or a workforce management solution (aka “the basics”). So, instead of discussing the solutions that you (should) already have in place, let’s focus on the ones that you likely haven’t implemented yet.
Here are 5 call center technologies that can greatly benefit the success of your contact center:
Gamification uses the typical elements of game playing in the contact center as a way to encourage agent engagement and improve retention. By introducing gamification, contact centers can induce healthy competition and make the workplace fun. This will inspire agents to put forth more effort and increase their efficiency at work.
2. Voice Biometrics
Voice Biometrics technology extracts personal voice patterns and verifies the speaker’s identity using just their voice. Because it’s unique to each individual, voice biometrics has become a reliable way to authenticate a person. This technology is fundamental for preventing fraud, which ultimately saves time and money for organizations.
3. CRM Software
Customer Relationship Management (CRM) software provides businesses with a better way to manage their customers. With a 360° view of the customer lifecycle, agents have access to a customer’s purchase history and have the ability to document interactions for future inquires. Having a track record of the customer can help CSR’s resolve issues more efficiently, freeing up their time to service other clients.
4. Speech Analytics
Speech analytics is the process of analyzing recorded calls for the purpose of identifying customer needs. The process is primarily used to extract useful information buried in client interactions. This technology has the potential to reveal rising trends and areas of opportunity or concern. Speech analytics can also identify competitive conversations and the underlying reason for a customer to stop doing business with you.
5. Call-Back Solutions
75% of customers find that calling a business is still the most effective way of getting a quick response. However, when a customer is put on hold the overall customer experience is negatively impacted. Luckily, offering a call-back is a great solution to this problem. Call-back solutions will lower your abandon rates, reduce spikes in call volume, and improve the customer experience.
What happens when call volume gets out of control? Do you have a strategy to ensure the experience doesn’t suffer? This guide will tackle those questions head on!
- The Role of the Voice Channel
- Tracking Your Call Center Data
- How Spikes are Managed Today
- Expectation are on the Rise
- Plus So Much More Info!Average Handle Time