by For any contact center, customer experience is a central pillar and using a combination of technology and strategy can achieve the best results . Customers can be more than just a revenue stream for companies, happy customers can promote the brand to others. The contact centers of any company represent a customer support infrastructure that is meant to improve customer experience and improve the brand’s image. Here are some ways in which modern contact centers can improve customer experience.
Having an Accurate Routing Strategy
Contact centers need to define a route for every reason customers may make contact. By doing this, customers connect with the right agent who can help them resolve the issue quickly. Companies like Odigo use an advanced routing strategy with multiple distribution rules to improve customer experience by helping customers access the right resource.
Customers’ positive experiences and quick resolution mean they are more likely to reach out when they face another problem, which builds trust. Furthermore, during qualification automated options or callback options can be offered. Using leading contact center as a service technology reduces average handling time and increases first call resolution.
Using Artificial Intelligence Artificial intelligence (AI) enhanced tools help agents do their work more efficiently and accurately. Speech analysis can also update interactive voice responses to refine qualification. AI can detect the sentiment and vocabulary in customer interactions which may indicate when intervention from a superior would be beneficial.
Odigo uses AI to analyze data from customers to help inform personalized strategies to improve customer experiences.
Setting Up Cloud-Based Solutions
Cloud-based systems enable contact centers to benefit from solutions that are flexible, secure, and scalable. By using a cloud-based system, Odigo can deliver a scalable customer support network that can handle unexpected peaks and demands. Furthermore, it also provides heightened security and has certifications such as ISO-27001, ISO-9001, PCI DSS, and HDS.
Omnichannel services
Single channel brands are virtually extinct. Dealing with every query by phone is time consuming and inefficient. Furthermore, it can create long call queues of customers with serious grievances. But now, contact centers can use omnichannel services, which give customers the convenience to make contact on a variety of channels like email, messaging or live chat, to supplement voice channels.
Contact center technology providers like Odigo use omnichannel to collect customer data from various interactions and channel it into creating a database. Natural language understanding along with semantic analysis helps improve the accuracy and the available customer data so contact centers can personalize and improve customer experiences.
All of the above-listed methods can be used by contact centers to improve customer experience. In addition surveys of employees and customers can help identify the best ways to use this technology in your own contact center to improve the experiences of all users.
