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.
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