For a contact center, technology is more than a luxury; it’s the easiest way to improve operations. Contact center technology makes it cheaper, easier, and more efficient to create a positive experience. And as of today, it’s never been more accessible. The best call center technology used to be reserved for the wealthiest corporations, but with the advent of cloud contact center software, any organization can adopt this technology—and that includes yours.
If you’re looking for easy, affordable ways to improve your customer service, contact center software is the way to go. Modern technology is revolutionizing customer experience; things are evolving so quickly that even if you’ve already adopted technology into your contact center, it’s still worth keeping tabs on contact center technology trends. Keep reading to learn more about how software is changing the way we engage consumers, and how managed services providers (MSPs) like InterVision help organizations stay on the cutting edge of customer service.
What Are the Advantages of Technology in Customer Service?
For customer service, the right communications technology yields stronger customer data, improved operations, and a happier experience—for consumers and staff alike. In customer-facing environments, staying atop technology is not a matter of trendiness, but practicality. Let’s take a more detailed look at the ways communications technology impacts the customer experience for the better.
Stronger Analytics
Collecting feedback is a huge piece of customer engagement; arguably, it’s the most important part. And it’s not just about quantity, but quality of feedback. Modern technology answers this by giving contact centers even more ways to learn from their interactions with customers. Through several advanced features like call recording, customer profiles, and integration with CRMs, every engagement is a chance to improve. What better way to do that than with the very tools you use to engage customers?
Improved Operations
Operations is all about keeping costs low and efficiency high—but for customer service, that isn’t always an easy goal. The digital age has made customer engagement an omnichannel endeavor, and a call center simply isn’t enough on its own anymore. Customers want to reach organizations in a way that’s convenient for them, which doesn’t always mean the telephone. Not only that, but people expect quicker service than ever before.
Thankfully, these changes don’t have to spell doom for customer engagement efforts. Thanks to virtual contact centers, even the smallest org has access to a high-tech, flexible platform for communicating with customers on all possible channels—from phone to email or instant chat, and even social media. And because all of these services can come from a single provider, organizations don’t have to spend tons of money on multiple subscriptions.
Happier Customers (and Agents!)
We’ve already discussed how technology improves things for the consumer: they get a quicker, more convenient experience. But how does technology affect the agents on the other side of the line? While some may worry machines will eventually replace people in customer service, the reality is quite the opposite. The best way to use technology in customer service is not as a replacement for people, but an enhancement for the people already there.
No matter how far technology advances, it’s clear there is no substitute for human connection. Even in today’s world, customers still see AI as a nice supplement to their experience, but not as an outright replacement for a real person. Technology can’t eliminate the need for customer service agents, but it can make them better at their job—and happier while they’re doing it. For example, many customers are happy to self-service for smaller, frequently-asked questions, which is something chatbots are well suited to handle. AI can also help with data collection, routing customer calls, and many other labor-intensive tasks that machines can handle with blistering speed. This leaves agents with more time and energy to do what they do best: connect with the customer.
Want To Learn More About Contact Center Technology?
What is the contact center experience you want for your customer? No matter your answer, chances are the right technology will bring that vision to life—and it’s likely cheaper than you think. To find out more about what benefits a digital contact center could provide for your organization, reach out to a managed services provider (MSP) like InterVision. We specialize in helping companies find the best technology for their goals and workflow, no matter their size or budget. The right technology could make a huge difference in your operations; see just how big a difference that could be and contact us today!
