Why Call Centers Aren t Enough: It s Time to Upgrade to a Contact Center

Transcription

1 Why Call Centers Aren t Enough: It s Time to Upgrade to a Contact Center Contact Centers offer more features that enable modern customer service to be effective and efficient

2 Traditional call centers make it easy for companies to handle incoming and out-going calls and phone-based inquiries, help tickets, and more. But it stops there. Contact centers are the modern evolution of the old call center, specifically designed to allow companies to easily interact with and respond to its customers in all the ways today s consumers communicate: , social media, phone, web chat, app, and more. The world is going digital and call centers must follow.

3 Call Demand Center Rising vs. Contact for Contact Center Centers Customer Engagement Channel Preference by Age Source: Dimension Data The trend is clear, rising generations prefer a range of customer engagement channels, mostly favoring digital channels. Digital interactions now account for 35% of all contact center interactions and are expected to overtake calls within two years.

4 What Do You Get from a Contact Center? Omnichannel Support Today s consumers use many ways to interact with companies: n Live Chat n n Social Media n Smartphone App n Postal Mail n Phone n SMS n Video Chat Your customer service center needs to support multiple contact points. Call centers can t, but contact centers can. Contact centers provide advanced routing and support for voice, , web chat, SMS, social media, video chat, and any other contact point, all controlled within a single unified system.

5 What Do You Get from a Contact Center? Social Channel Management Today s consumers use many ways to interact with companies: n 90% of users reach out to brands via social media n The average user expects a response within 4 hours n The average response time is 10+ hours n But 9 in 10 social media messages directed at brands are ignored Source: DataMentors Contact centers with Social Channel Management allow businesses to easily monitor, route, and address social media consumer outreach within the same convenient platform used for the rest of the organization s customer service interactions.

6 What Do You Get from a Contact Center? Touch-Tone & Speech-Enabled IVR Multiple IVR options, including touch-tone and voice selfservice, allow you to provide your customers with the best experience. While IVR is nothing new, they re often the only service offered by many call centers, meaning it s disconnected from the rest of your customer service efforts. Contact centers natively support multiple types of IVR, integrated with your other support channels.

7 What Do You Get from a Contact Center? Outbound Campaigns Across Channels Just as consumers want to contact companies via a host of different channels, they expect corporate and customer service communications to come in more ways than just the phone. These days, may not even be enough. Contact centers enable you to create outbound campaigns across channels for a better customer service experience and higher engagement metrics. This includes sending important customer communications via phone, , and SMS according to the customer s preference.

8 What Do You Get from a Contact Center? Deep Multi Channel Analytics The most effective customer engagement teams are the ones who know what s going on. Nothing is worse from a customer service standpoint than being unaware of a previous complaint or conversation. Contact centers integrate all interaction points, meaning you have a view of a customer s entire interaction history from a single dashboard. If they call in with one problem, use web chat for another question, and respond to an SMS to opt into support messages, you ll know without having to jump between systems. With advanced contact centers, you ll have all this information at your fingertips in real-time.

9 Call Upgrade Center to a Contact vs. Contact Center Center IEC is a provider of best-in-industry cloud and premise contact centers. We offer the most advanced technology; expert development, integration and consulting; and boutique-style customer service to ensure your contact center meets your exact organizational needs. Talk to a Consultant

10 Call About Center IEC vs. Contact Center At IEC Interactive Engineering Consortium our mission is to provide the absolute best of the best when it comes to developing, implementing, and consulting for on-premises and cloud contact centers. IEC engineers have years of experience designing, implementing, and supporting the most complex contact center architectures and solutions. Leveraging this experience and expertise, IEC provides comprehensive services to ensure your success no matter the size of your company or contact center. Visit Our Website