Many companies, including contact centres, make the mistake of putting out fires as they happen rather than implementing preventative measures. Exhibit A – the COVID-19 pandemic. While this is a pretty extreme example, the pandemic has taught business leaders about the dire consequences that can occur when you’re ill-prepared and scrambling to come up with solutions in real-time.
For contact centres, the drastic increase in call volumes combined with the restrictions agents faced while working from home left many workers feeling like they were treading water. To prevent this from happening again in the future, contact centres need to take a proactive approach to their customer engagement strategy. Here’s how to prevent problems from happening and improve your customer service.
Predicting Customer Queries
A significant portion of customer problems are seen repeatedly by call centre agents. Whether a customer is trying to locate a package that hasn’t been delivered or is having trouble logging in to their online banking system, these types of problems can be solved in a more efficient manner with the right technology in place.
Cloud-based contact-centre-as-a-service (CCaaS) software with Natural Language Processing (NLP) capabilities is a solution that can be used before an agent ever interacts with a customer. It categorizes customers so that agents know exactly what their problem is before they get on a call. This capability also allows agents to cut back on time that would otherwise be spent looking up information. Queries can be solved quicker and more accurately as a result.
Another benefit of utilizing NLP technology is that it can listen to what a caller is saying and automatically present relevant data from its knowledge management system for the call agent. With this extra guidance, agents can be confident that they are giving the correct advice to customers and meeting their needs.
Taking an Omnichannel Approach
From widening the communication options for customers to improving the efficiency of agents to streamlining processes, there are numerous benefits to taking an omnichannel approach in everyday business operations. What this solution has demonstrated to contact centres during the COVID-19 pandemic, however, is that omnichannel systems also play an important role during times of crisis.
Companies that had multiple communication channels set up and maintained consistency across all channels were better able to manage an overwhelming volume in calls. By finding sensible ways to initiate channel shifts in their omnichannel approach, forward-thinking contact centres were also able to ease the pressure on agents and help customers easily access the information they were looking for.
Why the Time for Change is Now
The COVID-19 pandemic caused many businesses to face challenges beyond what anyone could have imagined, but not everything that has come about as a result of it is bad. It has taught business leaders invaluable lessons and highlighted the importance of strategy.
With an uncertain future ahead, now’s the time to take advantage of the lessons that can be learned and prepare for future possibilities with the optimal mix of solutions.
At Innovative Vision, we are passionate about the world of Customer Experience. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.
Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!