The number one priority for any business that hopes to establish and maintain a high rate of success is to ensure that their customers are satisfied with the service they're receiving. Customer experience, after all, is viewed by 90% of organizations as a key brand differentiator. But how can businesses ensure that their clients remain consistently happy with the customer service they receive?
One strategy that has proven successful for many enterprises is to simplify the communication process as much as possible in order to make life easier for their clients. Unlike 10 years ago, customers now have a wide variety of options when it comes to connecting with a business, and they expect to be able to use all of them when they wish, without complication.
For contact center leaders then, it’s essential to find a solution that simplifies the entire customer service process, giving customers exactly what they want without them having to exert much effort. Easier said than done, right? Well, if you’re interested in learning more about how businesses are accomplishing this goal, below are some popular strategies to consider that harness the power of computer telephony integration (CTI).
Empowering Agents to Simplify Customer Experience
One of the most effective ways to simplify the customer experience is to ensure that contact center agents are equipped with the tools and information they need to carry out fast, excellent service. By installing top-flight software that consolidates all the tools an agent needs into one view, they're able to handle each interaction with much greater efficiency. For example, CTI solutions let contact center reps access all the customer data they need within seconds in a single pane of glass. As a result, an agent can provide a fast, first call resolution for almost every customer without having to ask them about past history or information unrelated to the task at hand.
Analyze the Metrics
Keeping an eye on customer satisfaction metrics across all channels within the contact center has proven to be a highly effective way to improve the customer experience and ensure that all customer demands are consistently met. If the goal is to make life easier for the customer, then data analysis is crucially important, as it allows business leaders to see exactly what's working in their customer experience strategy, as well as highlighting what areas need to be improved. However, sourcing this information manually and understanding it without help from specialist technology can be a highly complex process that would require an entire team dedicated to the task. Fortunately, with a CTI solution, these metrics are gathered automatically and transformed into easily comprehensible charts that tell business leaders exactly what they need to do to improve their service.
Avoid Interrogating Customers
Asking the same inane questions over and over again is a guaranteed way to upset customers and lose business. Whenever a person has an issue they want resolved quickly, the last thing they want to do is to continuously have to explain the reason why they're calling or, much worse, repeatedly state their name or account number to various agents. Being interrogated is never a pleasant experience, and it's something all contact centers should avoid if they hope to provide a positive experience for the customer. It's for this reason that CTI solutions are so important in the modern contact center, as they prevent agents from having to ask these questions. Instead, the CTI software automatically sources all the information from the CRM and makes it available to the agent at the start of every interaction through tools such as screen pop.
Make First Call Resolutions a Priority
Perhaps due to the fact that today's generation was raised in an environment where everything is available to them at the click of a button (or swipe of a smartphone), the modern customer is severely lacking in patience when it comes to service. Nowadays, the customer demands immediate results, and any business that forces them to wait longer than expected for their issue to get resolved risks losing that customer in the future. Considering this fact, it is important to create a working environment where first call resolutions are prioritized, and a strategy is set in place so that customer calls are directed towards agents who are qualified to deal with them independently without escalation. If as a last resort a customer does need to be transferred, the process should be painless. Using CTI that offers screen transfer allows not only a call to be transferred, but also transfers open screens and call notes so that the next agent is well equipped to resolve the customer's issues - and without requiring the customer to re-explain their situation.
For any business looking to improve its customer service by making life easier for the client, a high-quality CTI solution is a powerful investment that delivers countless benefits. Contact centers have much greater control and visibility over their customer experience, and can create a much more efficient strategy that gives customers what they want without requiring much effort from their side.