Contact Center Pipeline January 2023 January 2023 - Page 42

UNIFIED COMMUNICATIONS AND COLLABORATION

WHAT ARE YOUR RECOMMENDATIONS TO CONTACT CENTER ORGANIZATIONS THAT ARE LOOKING TO OBTAIN AND INTEGRATE UCC SOLUTIONS ?
CM : The number one recommendation for organizations looking to obtain and integrate UCC solutions is to be patient ; identify the need for the combined UC / CC solution before jumping into a specific product or application .
Some businesses are seeking best-of-breed across the board and have limited use cases for combined offerings . Others are seeking to resolve complex customer issues more effectively the first time and require agents to have direct access to knowledgeable experts or employees . Still others are looking to simplify their IT practices and reduce total cost of ownership .
Each business has its own needs , so understanding and planning accordingly will ensure the most successful outcomes .
NM : The main thing is to seek out a cloud-based platform that offers digital applications with advanced engagement features offered natively on mobile devices , and with messaging and collaboration at the core of the design .
These solutions will empower agents to break free from their working silos and be better connected across your organization . As a result , they ’ ll be able to route calls and solve customer issues faster and more accurately .
PM : It ’ s great to be on an island when you are soaking up the sun , with a good book and your favorite beverage by your side . It is not great to be on an island when it comes to being a contact center agent . It can be lonely , frustrating , and counterproductive .
There are lots of key performance indicators ( KPIs ) that contact centers live by and some fall squarely on your agents . First call resolution ( FCR ) is one of them and it is a KPI that can impact a lot of other KPIs - customer satisfaction ( CSAT ), net promoter score ( NPS ), customer loyalty , revenue , and agent attrition .
So , how do you improve FCR ?
Information that is readily available at your agents ’ fingertips . CRM integrations that serve up customer details instantly so agents understand past interactions with your company and can get right to the matter at hand . An easy to use workspace that allows agents to easily move between the applications required to help each customer in a personalized , efficient manner .
But what if your agent has exhausted all the information at hand and needs an expert to step in to help out ?
Well if they are alone on an island they may be waiting for a message in a bottle . And while the agent waits for , or scrambles to find the information the customer waits , frustration grows on both sides . Resulting in lower CSAT , NPS , and loyalty , leading to lost revenue and disgruntled agents ready to move on to greener pastures .
There are lots of great reasons for a single , unified , cloud-based UC and CC solution . One system to manage , easy upgrades , ease of integration of applications , one bill , one vendor to deal with , reliability , security , compliance , and the list goes on .
THE NUMBER ONE RECOMMENDATION FOR ORGANIZATIONS LOOKING TO OBTAIN AND INTEGRATE UCC SOLUTIONS IS TO BE PATIENT ; IDENTIFY THE NEED FOR THE COMBINED UC / CC SOLUTION BEFORE JUMPING INTO A SPECIFIC PRODUCT OR APPLICATION .
--CHRIS MINA But one of the most important is no more islands . No one is sitting alone on their technology island without access to the outside world . And this is so important when it comes to FCR and optimizing the CX .
An agent may need a SME to help with a customer inquiry and your unified UC and CC solution offers them up . They can see experts by department , specialty , availability , whatever . They can click to call them , conference them in with the expert , or introduce the expert to the customer and transfer the call .
Customers get their needs met , the first time , every time . Your agents feel good about their ability to help . And your KPIs stay right on track .
Brendan Read is Editor of Contact Center Pipeline . He has been covering and working in customer service and sales and for contact center companies for most of his career . Brendan has edited and written for leading industry publications and has been an industry analyst . He also has authored and co-authored books on contact center design , customer support , and working from home . Brendan can be reached
at brendan @ contactcenterpipeline . com .
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