BACKGROUND IMAGE: iSTOCK/GETTY IMAGES
Modernization in today's contact centers
-
Article
Challenges of achieving a seamless, connected data stream
Customers now determine which communication channel they will use to contact a company. Modern contact centers need to make sure their infrastructure is upgraded and can communicate with customers across all channels. Read Now
-
Article
Hosted vs. on-premises contact centers
Would your business prefer a do-it-yourself approach to building a contact center or outsource all the work? The big question is cost and, depending on the company's size, this factor will drive the decision to go with a hosted or on-premises structure. Read Now
-
Article
Agents wield emotion analytics to improve customer service
Beyond Verbal software measures speakers' vocal intonation to determine their emotional state. It can do this for both the customer and the contact center agent, and display the visual data in real time, tracking the mood of their interaction with advanced analytics. Read Now
-
Article
Debating the value of virtual call centers
If your goal is cost-cutting and flexibility, moving to a virtual call center may be right for you. But these centers' merits when it comes to providing good customer service are still up for debate. Read Now
Editor's note
The telephone used to be the primary device to connect companies with customers. If a problem arose with a product or service, a customer often picked up the phone to get the issue resolved. As new communication technologies become available, it's imperative for companies to broaden their capabilities.
In today's high-touch, constantly connected world where information spreads instantaneously, the term call center is limiting. Many companies have replaced theirs with a contact center, where agents must adapt to new technologies and communication channels that extend beyond the phone. Companies need to service customers regardless of the communication method they use, including voice, text, email, live chat, the company website or social media.
This guide examines the upgrades and strategies contact centers need to navigate this challenging terrain. Whether it's a new infrastructure or a plan for integrating multichannel CRM or just making sure your customers have the best possible experience when interacting with you, taking steps to create a modern contact center is essential for surviving in today's business world.
1Customer experience and modern contact centers
The customer experience is paramount to the objectives of any modern contact center. Customers come to contact centers through many different channels but seeking one thing: quick, positive solutions to their problems. A negative experience can have far-reaching repercussions in today's interconnected world, where a single social post can go viral instantly and hurt a company's brand. Automation, hosted contact centers and practices to keep employees engaged can all have different impacts, positive or negative, on the customer experience.