Enhanced Customer Satisfaction with Voice Business Continuity and geo-redundancy for Contact Centers
Updated: Feb 3, 2019
SynerTech Cloud, today announced it has completed the deployment of its enhanced CoreCall Control platform. The platform supports the company's UCaaS, CCaaS and channel engagement capabilities, including 500+ Partners serving over 2,600 businesses globally with more than 32,000 seats on the platform.
These new enhancements go above and beyond just offering a modernized cloud infrastructure and active-active geo-redundancy and business continuity capabilities. The CoreCall Control platform enhancements build on the company’s open source and proprietary call control capabilities, offer new management interfaces and options, provide seamless failover to any number of redundant instances (not just active-active), and offer virtually limitless capabilities to accommodate growth and expansion into new markets.
Over the last several years, we’ve invested many millions of dollars into our cloud infrastructure and services to improve quality, reliability, and scalability, while developing rich end-user experiences for our customers. To prepare all of us for the journey from 32,000 seats to 1,000,0000 and beyond, we’ve invested considerably in people, processes, and technology to make sure we deliver what the market wants and expects of us. - Andres Hurtado Rangel - CEO
The Benefits of a Collaborative Contact Center
Some of the largest benefits of a collaborative contact center include:
While the main goal of an individual focused contact center is to boost productivity, it can absolutely have the opposite impact. In a standard contact center, if an agent is attempting to resolve an issue that is: unfamiliar to them, not touched upon in training, a bit more complex than their training, or even just completely new, it can throw a wrench in the gears.
As the agent has to pause to scramble for proper information, or place the caller on hold to then escalate to another agent, the customer will grow frustrated or dissatisfied. These are all examples of friction within the customer experience. While the idea might seem counter-intuitive at first, encouraging agents to collaborate amongst themselves can foster a new culture while enabling agents to provide a better customer experience
Provide A Better Customer Experience
Of course this was already touched on a bit, but it’s worth highlighting as a major benefit on its own. By enabling agents to work together, allowing them to discuss inquiries or customer issues, new solutions can be discovered to not only new problems, but common, reoccurring issues as well. With the proper Unified Communication tools in place, agents can communicate with each other without ever having to leave their CRM application, or live chat window with the client.
Agents will no longer have to force clients to wait on hold while they consult an administrator, and real-time collaboration between agents should reduce the number of elevations a case would normally go through. Simply put, when agents are able to collaborate with each other, they find more efficient and effective ways to serve the client and receive the information they need to solve an issue on-demand, right away.
Reduce Training Intricacies
Now, I will preface this by saying that just because your agents can work together does not mean it removes the need for training. No matter what training and onboarding is still a necessary process, especially when the new agent is unfamiliar with your organization’s solution or application.
However, when agents are encouraged to work together, training does not need to focus on every single little detail.
Instead, agents can train each other and work together to grow their knowledge over time. With agents working together, less time has to be spent focusing on certain aspects of training as well — for example by removing the escalation process, and instead encouraging agents to collaborate and work together, training can instead focus on teaching agents to work together to find the best solution.
Happier Agents Leads to Happier Clients
A major selling point of a collaborative contact center is the large culture shift that occurs. By fostering a collaborative environment, agents are much more likely to work together and see other agents as part of the same team. When a contact center focuses too much on the individual performance, agents will be racing to compete against their own team, which not only leads to less satisfying interactions for clients, but also a decrease in morale throughout the contact center.
When agents feel that they are working together towards a common goal, they are more likely to foster positive relationships with their teammates. At the end of the day, a happier contact center means happier contact center agents, which means more pleasant interactions for clients.
The Bottom Line
In this day and age, your contact center should absolutely be searching for anyway to gain a leg up over the competition. The latest trends circling around contact centers focus directly on the customer experience, with clients and prospects placing such a high importance on how they feel the organization treated them.
Of course, money can be poured into new training, new strategies, and hiring new agents — but that doesn’t ensure a greater level of satisfaction at the end of the day.
Rather, it takes a paradigm change, like the one we have discussed. By opening up contact center agents to collaborate and work together, and reducing the focus on individual performance, agents can work together to resolve issues at a lightning pace while drastically improving morale.
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