There’s a reason we’ve all heard the old adage that tells us we’ve got to spend money in order to make it: The pearl of wisdom is true.When it comes to the contact center, many business owners hesitate to spend money on new tools and technologies. Their logic is quite simple: If it’s not broken, why fix it?
But no matter how good your agents are performing, there’s always room for improvement. And continually improving contact center services should be a goal of all business owners, as 89 percent of customers take their business elsewhere following a poor experience.
True to the old adage, by smartly investing in the right solutions, businesses are able to thoroughly optimize their contact centers—and realize a strong return. Though they cost money to deploy, once these new technologies are implemented, they more than pay for themselves. Businesses enjoy considerably healthier bottom lines thanks to the efficiencies and functionality the tools provide.
Need some more convincing to open your wallet? Here are four reasons you should invest in new contact center software today:
- Your agents’ jobs will become much easier. The right technologies make life easier. Where would you be without an email account or a smartphone? The same maxim holds true in the contact center. Equipped with new contact center software, agents’ jobs become simpler. For example, they’re able to manage all types of customer interactions from one central location, which sure beats hopping around from screen to screen and platform to platform.
- As a result, your agents will be happier. Who doesn’t want their job to be easier? By investing in new contact center tools, your employees will be happier. And that’s important, because studies show happier employees are more productive than their downtrodden peers. In addition to that uptick in productivity, happier agents are more likely to be pleasant during every customer interaction, thereby enhancing the collective customer experience.
- Your agents will also be able to provide better service. Contact center solutions provide agents with the comprehensive data they need to do their jobs well (e.g., rich customer histories). Additionally, thanks to IVR systems and skills-based routing functionality, customers get paired with the agents best suited to help them right away. Say goodbye to transferring callers from agent to agent, and say hello to improved first-contact resolution stats.
- Your contact center will be more effective. Strong contact center tools give managers the ability to monitor agent performance in real time. This enables them to drop in on any call at any time, coaching their agents through if necessary. What’s more, managers can also record agent calls. They can then identify examples of exemplary customer service and show them to the rest of the team. Beyond that, they can show individual agents precise moments where they struggled and explain exactly how they could have provided better service.
To learn more about how contact center solutions can revolutionize your customer service efforts, please click here.
