Contact Center Solutions Featured Article

Growing Tech Aiding New Age Contact Centers

December 03, 2012

There is very little doubt that companies and government agencies alike have it a lot easier when it comes to operating a contact center these days. There are all kinds of different ways a contact center can be set up so that people have an easier time getting in touch the people they need. 

As long as a call center is focusing on the right things, contacting a call center is much easier than it used to be.

The biggest strides in running an efficient contact center have certainly been due in large part to huge technological advances in this area.

When contact centers were first becoming prevalent, there were few options other than dialing an 800 number. While there is now a ton of different ways for people to contact a call center, there is also a ton of new ways in which customers can get annoyed during a conversation. 

Nowadays, a company needs to make sure their contact center agents have the tools at hand that will allow them to answer a customer issue quickly and efficiently.

Paul Greenberg, president of The 56 Group, a Washington, D.C. consulting firm focused on CRM strategies, discussed just how different contact centers are than they were a decade ago. 

"We’re seeing the transformation of agents," he said in a recent statement. "We’re seeing the addition of channels that 10 years ago weren’t there."

Because there are new ways to track customers, there are also better ways to keep track of customer contacts. This means an agent can go farther before they run into a brick wall when it comes to trying to answer the issue. This approach can lead to long response times, but it also means that when there is a response it will be complete and will lead to actually solving the problem. 

This is called using tech the right way.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Braden Becker

Article comments powered by Disqus

Related Contact Center Solutions Articles

Gubagoo Optimizes its Chat Platform for Mobile

Gubagoo is enabling dealers to track and target customers that visit their website through a smartphone or a tablet. [ Read More ]
04/22/2014

Wisconsin Making Call Center Business Worthwhile for SPI Global

The call center business market is one that has been getting all the more popular over the last few months. That has never been more obvious in Madison, Wis., where the state has just announced it will be giving a Philippines-based outsourcing company more than half a million dollars in order to expand a local call center. In exchange for incentives that will total $575,000 the company has said it will add as many as 286 jobs over the next three years. [ Read More ]
04/21/2014

Intelecom Launches New Version of Connect

Intelecom Group AS, a provider of contact centre solutions, recently announced that it has added a new set of feature in the newer version of Connect, its multichannel cloud based contact centre solution. The new features will help the clients monitor, manage and control the contact centre online and from within a single interface. [ Read More ]
04/21/2014

BenchmarkPortal Reveals the 2014 Top 100 Call Centers Contest Winners

For those of you in the contact center solutions industry, BenchmarkPortal should be a familiar name. If the name does not resonate, the company has carved out an impressive niche in the international contact center community, with vendors and contact center administrators, as a recognized analytics and consultative resource. As the name implies, it benchmarks almost every imaginable activity relating to contact centers and uses the knowledge gained from evaluation of key performance indicators … [ Read More ]
04/21/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!