Customize Your Contact Center to Your Clients

As a business owner, you know customer support has become more challenging than ever. Customers today not only expect to be able to reach you when they want – how they want, they also prefer their issues to be solved that same day. In a poll from Lithium, participants indicated 79% of Millennials expect to be contacted back within a day of their online support request.

These expectations can really complicate your Contact Center workflow. Couple that with the lack of the right tools and technology to meet the rising demand and you could end up with angry customers on your hands!

Are your Contact Center agents losing time juggling multiple tasks?

Are your callers complaining about long wait times, too many transfers, or dropped calls?

 How can you identify areas for improvement?

A good way to start is by interviewing your Contact Center staff. With their feedback, you can implement changes that match the way they work.

Here are some more ideas to get you started:

1. Step Up Call Routing: Use call routing and grouping strategically to resolve issues quickly and with the least amount of agent intervention. Your system should automatically decipher where to send calls (tech support, customer service, self-service, etc.) Agents spend less time on routine calls and more time using their expertise to solve complex problems for key clients.
2. Enable Mobility: Remote and traveling staff rely on their smartphones to connect with the home office, as well as clients. By enabling mobility for your Contact Center an agent can reach field personnel at critical moments – even if they’re waiting at the airport.
3. Integrate Customer Data: Contact Centers present the opportunity to upsell current customers or gain new clients. But without customer data integrated with your phone system, your employees will lack the information they need to identify and close those opportunities. Your clients will also appreciate the feeling that you know them and their needs, instead of having to explain and explain again the reason for their calls.
4. Enhance Reporting: Activity data is vital for continued Contact Center improvement. With sophisticated reporting tools, customer service managers can identify the source of bottlenecks and breakdowns more easily. This leads to happier clients who feel their needs are being addressed in a timely manner.

Depending on your Contact Center solution, rolling out these features could be pretty easy! To get more help evaluating your current system or to learn more about Mitel’s Contact Center solutions give us a call at 810-735-8585 or contact us.