Driving Your Customers Away? UC Can Help

People hate getting trapped in Contact Center purgatory. It’s no surprise. Customers often find themselves on hold or in a seemingly infinite loop as they try to reach the right person. They’re required to give their personal information and passwords over and over. And in a worst-case scenario, they never get their questions answered.

It’s not because Contact Center staff aren’t trying their best. Often the problem is the technology they’re using. What many customers want and what companies need is a modern experience.

Unified Communications (UC) makes it easier than ever before to communicate effectively with both employees and customers.

When that technology is merged with a company’s Contact Center, magic can happen.

Your employees could have access to the information and experts they need when they need it. Your Contact Center can be integrated with a CRM solution like Salesforce, providing instant access to all the critical information about your customers.

Your agents can also communicate with customers through phone, email, instant messaging, or other methods. They can optimize call routing by service level, skill matching, customer identity, schedules, or caller location. Voicemail and faxes can be routed to individual agents through emails.

Supervisors can gain information through your Contact Center. Critical conditions can trigger visual and audio alerts allowing supervisors to track abandoned calls, lower traffic, or idle agents then bring them in or take them out of queues. They can monitor specific extensions silently, join the call, or coach agents. Real-time and historical data could allow your supervisors to better understand trends, gain insight about customers, track reasons they are calling, and measure the effectiveness of outbound campaigns.

All this can transform a Contact Center from something customers dread into a useful and efficient system that improves customer satisfaction and the performance of the company as a whole. That’s the kind of thing that builds a company into one their customers love.

Contact us for more information on Mitel’s integrated Contact Center.