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6 Must-haves Contact Center Management Software

Posted by Ishtiyaq Nabi

Customer service responsibilities that contact centers are conferred with are in galore, and to ensure top-grade solutions to businesses, all of those responsibilities have to be performed with utmost care, intense dedication, and supreme proficiency.  Herein, hiring skilled workforce, training them comprehensively, and ensuring ultramodern contact center infrastructure are just some initial steps towards achieving organizational success. Contact centers also have to select right tools and software to meet rising customer expectations as well as industry-specific requirements of clients.

Once you are equipped with a set of appropriate contact center management tools, you are certainly in a better position to deliver customer-centric support solutions. However, most solution providers find it extremely difficult to make informed decision regarding the efficient tools and software that must be employed into customer support functions. To help you ensure top-grade outsourced customer support solutions, this blog discusses some of the efficient tools that contact centers must have.

IVR and ACD:  Customer service exchange begins as soon as a customer dials the helpline number of your organization. You don’t necessarily have to wait for customers to connect with your skilled agents. Instead, you should start provisioning immaculate and personalized guidance by facilitating your customers with well-scripted IVR (Interactive Voice Response) menu as well as ACD (Automatic Call Distributor) menu. This will not only help them select the right options to connect with the most qualified customer service agents, but will also smoothen the overall process of seeking support solutions. Besides all these, IVR and ACD will help you provision quick and effective outsourced customer support solutions to every caller, which certainly ensures enhanced customer satisfaction score.

CRM Application: Businesses use CRM (Customer Relationship Management) applications primarily to maintain enriching relationships with customers, wherein the focus is entirely on value building activities. Customer relationship management applications can help contact centers immensely in not only maintaining relationships with each customer, but also in recording the issues and complaints that customers come across with respect to varied offerings. These extensive records can be used as reference during next customer service exchange, and this will certainly invite value-centric communication with customers.

Workforce Management and Quality Management Software: Although both these software are used to evaluate the performance and efficiency of customer service agents, but each has its own significance. While quality management software are specifically used to record telephonic interactions between representatives and customers, workforce management tools will help you manage schedules, project requirements, and average working hours of agents. More importantly, workforce management tools will also help you ensure that overall contact center functioning is in adherence to industry-specific guidelines and policies.

Real-time CRM Updating Tools: It certainly is a daunting task to manage all the skilled agents employed into outsourced customer support functions; however, you cannot neglect the fact that efficient management is the key to success.  Herein, you need to equip all the agents with efficient browser-based contact center software that has built-in CRM application.  Real-time CRM updates will certainly make it easier for your customer service agents to manage and monitor all the tasks associated with customer service.  This is such as crucial contact center management tool that will help you maintain consistency in data stored in CRM as well as in ensuring seamless delivery of support solutions.

Computer Telephony Integration Tools: To provide customer-focused support solutions, your contact center agents need some crucial data regarding prior interaction of customers with your business.  This can only be achieved if you have efficient computer telephony integration tools in your contact center which can ensure two-way integration.  Once you have this tool employed into customer service functions of your firm, your contact center agents can easily get access to comprehensive range of data related to previous interactions of customers with your business. Thus, integrated business tools will make it easier for customer service agents to deliver efficient services to customers.

Real-time Historical Reporting Tools: Contact centers must realize the significance of keeping a close eye on historical data associated with contact center functions. They must provide a live dashboard to customer service agents whereon they can maintain a record of comprehensive metrics to evaluate the efficiency of overall outsourced customer support solutions. It is important to keep track of crucial information and data related to number of calls in queue, numbers of calls attended, average call handling time, average hold time, and so on. All these historical data will help contact center managers in making analytics-based decisions that will guarantee more proficient solutions to customers and clients.

Once your contact center is equipped with efficient tools, you are certainly in a better position to deliver top-tier outsourced customer support solutions.

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