Delivering an outstanding product has always been key to success, but today’s consumer no longer focuses only on price. They want ease, personalization, and speed.
In a crowded competitive landscape, call centers can stand out by delivering a delightful experience with a few simple call center platform features. Today we’ll dig into these tools and explore how they unite to create stellar customer experiences.
Delivering Genuine Customer Connections: Agent Interfaces
How can call center agents best personalize customer interactions to create outstanding experiences? Give your agents the right information at the right time.
An intuitive agent interface will streamline and simplify every part of their role on a call, giving the customer an impression of efficiency and mastery. At TCN, this interface – called Agent Gateway – gives your agent access to all relevant customer data and a front-and-center note-taking panel. This not only circumvents asking customers the same questions repeatedly, but it also builds a history for the agent to pull from. Having a customer’s call history and notes available will make them feel like they aren’t just another account number in your eyes.
Agent Gateway also ensures quality work by prompting your agents with each step needed to ensure first call resolution and compliance. The gateway also provides customer surveys to help determine important service KPIs like the Net Promoter Score.
Agent Gateway does a lot more than that, though. If a customer needs to call back or has a follow-up question or concern, it will take agent aptitude data and connect them with the perfect agent based on the reason for their call – particularly useful in handling high-risk calls, high-value clients and complex issues.
Proactive contact is another surefire way to prevent the issues that cause customers to call in. With voicemail delivery, you can give your customers or collection clients the information they need before it creates an issue. With a single voicemail, you can avoid subscription lapses, credit card expiration payment issues, missed appointments and more – and your customers will thank you for it.
TCN’s voicemail delivery suite, VocalDirect, also tracks the outcomes of your work by account. That means you’ll learn the success of your outreach campaigns and can adjust your messaging or timing to improve performance and adjust your contact strategies.
Workforce Management for Continuous Agent Improvement
As call centers grow, keeping track of the metrics and service your agents deliver can be a time-consuming task. The latest tools in workforce optimization reduce the time and effort involved in improving performance and addressing training needs.
TCN’s Workforce Optimization, powered by both Envision and cloud-based call center technology, shrinks the time needed to keep a pulse on each agent with easy-to-use, automated features.
This suite of tools automatically flags hot-button words during a call for immediate escalation and uses voice analysis AI to determine when emotions ran high during the conversation.
Combined with a complete recording of all agent screen activity and automated and real-time notices when agents exceed KPI thresholds, you’ll have a recipe for guidance and monitoring that will keep everyone at their best and your customers smiling.
Improve Every Connection with Your Customers
Overall, TCN’s cloud call center offers layers of business intelligence and outbound tools to ensure every customer interaction is flawless and efficient.
Combined, they can track the success of your outbound call campaigns, unify all customer, agent, and compliance data and help your call center managers predict, evaluate, and identify problem areas – no matter how fast your call center is growing.
For more information on how to quickly manage growth with the cloud – without sacrificing the quality of your service – download your copy of the Quick-Start Guide to Scaling Your Cloud Call Center.