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Meeting the evolving contact center demands

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Keeping contact center workers engaged is the first step in a long journey toward improving customer satisfaction and sales.

The enterprise contact center is an important contributor to the overall success of a company, as corporate representatives act as the cogs that keep the consumer and business wheels running smoothly together. Unfortunately, the attrition rate in the contact center industry is often much higher than it is in other departments. This is largely because many organizations continue to use outdated technologies that do not necessarily meet the demand of the workforce. Other times, firms just have a difficult time providing individuals with a satisfactory experience at work.

Fortunately, there are ways to circumvent the problems occurring within the enterprise contact center. One such method is to replace old phone systems with a more innovative and intuitive platform that caters to the needs of today's employees and consumers. In many cases, this means implementing solutions that are compatible with cloud computing and mobile technologies - characteristics that are not entirely associated with the traditional land line system.

Companies should also consider embracing cloud services that support the remote workforce's ability to connect to the network at any time, anywhere. In doing so, enterprises can meet employee work-life balance demands and provide individuals with a real purpose. This is especially important in today's highly competitive business world, according to a Call Centre Clinic report which said giving individuals more responsibility and a reason to carry out critical operations will be essential to retaining top talent.

Keeping individuals on board

Call Centre Clinic noted that the business world is becoming increasingly filled with new organizations, causing the landscape to be more competitive than ever. As a result, it will be an ongoing challenge for companies to keep employees engaged enough for them to stay and avoid any temptation by rival businesses. By instilling a sense of purpose in the workforce, individuals may be more likely to improve efficiency on their own because they believe that are making an active contribution to the company.

"High performance is that unseen intrinsic drive, the drive to do things because they matter," said Daniel Pink, best-selling business author, according to Call Centre Clinic.

In many cases, improving customer experience, which results in happier consumers, can be an effective way to keep individuals engaged with what they are doing. Because there are so many tactics to boost client satisfaction, however, decision-makers need to find a method that works for them. In many cases, upgrading business phone systems to an alternative that effectively supports mobile, video and traditional land line connectivity can provide individuals with more service channels, improving the odds of giving customers the ability to use the portal they desire.

When employees and consumers have access to more advanced phone system features, they are able to use the communication tools they want. A recent report by customer service experts Sitel noted that firms using unified communications and other multi-channel technologies are more likely to improve overall customer experience. The omni-channel experience in particular is also becoming increasingly important.

"Omni-channel is defined by delivering a consistent customer experience across all channels of interaction, focused on problem resolution within the customer's chosen channel of interaction. The key here to the customer experience is never involuntarily forcing the customer to move from their chosen channel of interaction in order to receive unique problem resolution," said Joe Doyle, marketing director at Sitel.

Still, the underlying truth is that decision-makers need to get in the heads of employees to understand what exactly it is that they want.

Matching technology and people

Despite the numerous technologies at the contact center decision-maker's disposal, organizations will not be able to keep individuals on the customer and corporate side of the equation happy if executives hired the wrong people, Call Centre Clinic noted. In the coming years, service desk managers will be required to keep an eye on the evolving IT landscape and understand which emerging technologies will be the next to gain momentum in the customer service industry.

While there are numerous solutions on the rise, executives should keep their eye on the cloud. Unlike conventional phone systems, for example, a hosted PBX solution can provide instantaneous access to mission-critical resources for virtually all employees, regardless of their location or the devices they are using. This will become increasingly important as the consumerization of IT continues to impact the way people communicate on a fundamental level.

As the business world grows more competitive, enterprise decision-makers need to do their utmost to ensure their contact center is up to date and has deployed the tools and strategies needed to keep both customers and employees engaged. After all, a company with no workers is an organization with no sales is a business with no chance of survival.