to their expertise and skill sets, subsequently boosting morale and motivation. On the customer side, it’s all about reducing customer wait times, while improving first-rate fixes – it might sound like the basic principles of achieving customer delight, but many contact centres are failing to efficiently route their customers to the right agent, at the right time. Data ensures the customer never goes unnoticed Of course, first-time fixes in customer experience are not always possible – perhaps an issue needs further investigation, or the correct agent to deal with the query is unavailable. No matter what, this should not detract from a positive customer journey. Customers still want to be heard, and they expect a response that understands their needs. Up close and personal: tech takes personalisation to the next level Perhaps most importantly, customers want a personalised experience, tailored to previous service or buyer history. Gone are the days of driving blind into customer service and hoping for the best. They want call and contact centers to know their names, and information about their recent interactions with the company, and they don’t want to repeat information they have already provided. This is where the contact center software integration into Customer Relationship Management (CRM) solutions, provides the benefit of full visibility into logged calls and customer data/history – from the last question asked by that customer, the last time they called in, and their personal information. The more data that the contact centre agent has access to, the better the experience – and the increased chance of achieving a timely fix. CC4Teams powers contact centres to have all the intel needed for supporting business solutions in one place. It enables supervisors and agents to see precisely what has happened without having to manually investigate or ask other agents – serving up the required data right in front of them. CX and EX with an AI-boost To create the ideal customer journey, customer experiences (CX) and employee experiences (EX) must work in tandem with one another. Agents need the correct tools, technology, and guidance to act in real time and respond to customer questions and
queries, all in a timely and well-informed manner. It’s where artificial intelligence (AI) mechanisms within the supporting contact centre software, such as CC4Teams can assist. Powered by Copilot, conversations and suggested responses are automated to provide agents with real-time support. CC4Teams harnesses the advanced data analytics and visualisation capabilities of Power BI to help provide real-time analysis of the conversation to offer dialogue suggestions, while analysing all interactions to improve performance in the future. Unambiguous data models within the solution help contact centres to predict future customer behaviour to offer targeted interactions, and continuously improve on higher levels of customer experience. Don’t forget security – keeping customers and businesses safe, always
Using CC4Teams real-time
dashboards for example paired with historical reporting ensures all contact centre activity is readily available
Whenever customer data and new technologies are around, security is paramount. But for contact centres,
particularly for those dealing with sensitive customer information, putting all information, call recordings and personal data in a safe and secure environment, provides the ultimate peace of mind that all correct guidelines and regulations are adhered to. The research found that over 42% of customers have stopped doing business with a company because of a hack that exposed customer data. At CC4ALL, putting security at the top of the priority list has been an ongoing priority. And that’s why all recordings are managed by CallCabinet and stored safely in Azure Communications. It works both ways: help employees help you Too often companies forget to look beyond just the customer experiences that only consumers will see – but it is these back-end elements that will drive customer delight, and bring customer contact enablement to life. With an advanced contact centre solution, businesses are able to empower employees with the best tools and technology to handle customer queries with ease, in real time, and with confidence.
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