Surprisingly, a lot of businesses can’t answer a seemingly simple question: what constitutes a contact center? Most people think of large firms that specialize entirely on answering customer questions and requests. In reality though, any business that talks to customers daily, works to solve customer requests. Communication via e-mail, live chat, etc., counts as a contact center, whether that is their bread and butter or not. Most businesses meet at least one of these criteria, and need to account for how their customers contact them.
Over our next two editions, we will examine multiple features that all contact centers could benefit from, no matter how they are classified.
Voice over IP (VoIP)
In the modern business world VoIP is essential. It has multiple benefits, and all you need is an internet connection. Not only is it cost-effective (less phone lines), frees your office of clutter (less hardware and wires), allows your business to have remote workers (smartphones and computers acting as phones), but it streamlines your business’ processes and interactions. VoIP gives your contact center a greater efficiency, one that can’t be duplicated with traditional business phones.
Barge, Whisper and Monitor Capabilities
Speaking of call efficiency, barge, whisper, and monitor capabilities were created with call efficiency in mind. They give managers the ability to “monitor” employee phone conversations with customers, “whisper” privately to employees, and “barge” into the call if help is necessary. Employee efficiency and quality invariably rise when these tools are implemented, as does customer satisfaction.
In our next edition, we will examine a few more essential features for all contact centers.
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