Is there anything more frustrating than calling a company for help or support and being asked to repeat yourself over and over again? The annoyance starts when you enter information into the IVR, only to be asked for it again once connected to an agent. Then, frustrations really kick in when you’re directed to the wrong agent and have to start all over with your issue. At this point, it’s understandable to feel underappreciated and to question why you’re doing business with the company. This scenario is certainly not in line with delivering a superior customer experience. More than ever, customers now expect personalised, low-effort engagement that can only be delivered by a modern contact centre.
Smart companies understand that disjointed interactions are annoying for the customer, inefficient for their call centre, erode customer loyalty, and eliminate potential upsell opportunities. Customer engagement is key for successful customer journeys—but many companies find they’ve added technology and tools along the way that inadvertently created silos. Silos make transactions difficult and frustrating for customers when they get in the way of transferring contact history and context or become responsible for misdirecting calls to the wrong agents.
Modernising the call centre with a focus on improving engagement across all channels can alleviate customer frustrations, create cost efficiencies, and allow your company to deliver customer service and support that will delight your customers. For example, modernisation provides the infrastructure to do more than ever before and deliver a true omnichannel experience.
Don’t make your customers feel like they’re stuck in 2001. Delivering an omnichannel experience means ensuring agents can simultaneously communicate across channels and devices and provide seamless conversations. An omnichannel experience will take your business to a whole new level of customer engagement by allowing you to proactively design customer journeys that turn random interactions into coherent conversations. And, delivering a well-planned customer journey builds loyalty by delivering quality customer experiences that will help grow your business.
So, with mounting customer expectations and technology driving expecations up further still, it’s clear that now is the right time to take the leap and modernise your call centre. Your customers and your boss will thank you. No more bolt-on tools, inflexible solutions, or antiquated platforms for you and your customers. These tools don’t address today’s communication engagement needs. You need a plan—and there’s no time like the present to update your contact centre.
To help you get started we have produced an eBook that looks at contact centre modernisation, specifically focusing on how to build a future proofed contact centre that’s made to last.
Take a look at our 5 Critical Requirements for a Future-Ready Contact Centre and let us know if your current system aligns with our recommended approach by getting in touch here.