Contact Center Solutions Featured Article

Unified Communications Can Drive Ultimate Contact Center Efficiency

January 08, 2009

Customer satisfaction should be the name of the game where contact centers are concerned. The problem is that some centers are not keeping up-to-date on technologies that could optimize their performance and the customer base is noticing. Whether the lack of technology is due to lack of knowledge or finances, the contact center must figure out a way to make a change or risk significant customer churn.

One concept in technology that is making waves in the contact center industry is that of Unified Communications (News - Alert) (UC). While UC is not a technology in and of itself, it is instead a concept of bringing together channels of communication to ensure customers can reach the right person at the right time.

Research conducted by Leo J. Shapiro and Associates, LLC, found that a consumer who is satisfied overall is four times more likely to conduct future business with a company. The firm also determined that nearly 75 percent of consumers who have had a bad experience report that they will do less business with a company.

According to An Evaluative Report on the Knowledge Worker’s Role in the Contact Center, approximately 10 percent of all calls handled by a company’s contact center require expertise from a knowledge worker outside of the contact center. As a result, streamlining customer-facing processes across the enterprise can make knowledge workers more accessible to customers while also accelerating their responsiveness to the needs of the customer.

When UC is in place within the contact center, a specialized inquiry can be handled properly. The agent has the power to quickly locate the appropriate subject matter expert, gather information about their availability and secure the answer to the customer’s question all within a matter of minutes, hopefully within the same interaction. UC also makes it possible for the agent to pass the call to the correct resource when and if necessary.

When properly mixed and implemented for the contact center, Unified Communications can deliver significant benefits, including decreasing hold times, increasing first-call resolution rates, and enhancing employee satisfaction. Each of these areas has been identified as areas that are proven to enhance the customer experience and win customer loyalty.

As the global economic situation continues on a downward slump, companies are under increasing pressure to deliver customer satisfaction on a shoestring budget. To do so, their contact centers must be as efficient in their processes as possible. For many, technologies that make UC possible are already in place, they just need to learn how to maximize the performance to gain the greatest benefits.

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.

Edited by
Jessica Kostek

Article comments powered by Disqus

Related Contact Center Solutions Articles

Case Study: A Web-based Forecasting Solution for Sizeable Contact Centers

Technological advances over the past decade have led to an explosion of data. Companies across all industries are working hard to learn how to harness this data to improve their business operations and run more efficiently. This is the same story for the contact center solutions community - using data effectively can help with workload management and staffing optimization. The case study below demonstrates how two companies, Fourworkx and Shinetech Software, worked together to move workforce man… [ Read More ]
10/24/2014

Westpac Relies on Teradata Insights to Enhance Customer Experience

Australian bank Westpac selects Teradata solutions to get better insights for improving customer experience. [ Read More ]
10/24/2014

No Missing Links with Interactive Intelligence Lync Integration

There can be little denying that the Holy Grail for enhancing customer experiences is to absolutely ensure that the right people have the right tools at the right time to efficiently and effectively respond to customers in real-time. This is the reason so much attention and investment by vendors and their customers alike is being placed on omni-channel capabilities. [ Read More ]
10/24/2014

FCC Issues Report on April 911 Outage

911 service are one of those things that people expect to be there when they need it. An outage in April of this year knocked out 911 service to 11 million people, and the Federal Communications Commission has released a damning report, according to Threatpost. [ Read More ]
10/23/2014
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!