What Should You Know About Contact Center Automation Tools
•
1 like•174 views
Every Contact Center needs higher productivity and to achieve this automation tools must be adopted efficiently. Here are the benefits and respective challenges of various tools.
Recommended
Recommended
More Related Content
More from Avni Rajput
More from Avni Rajput (13)
Recently uploaded
Recently uploaded (20)
What Should You Know About Contact Center Automation Tools
- 2. With interesting benefits automation tools also comes up challenges that are faced by every organization. Right balance in between the effective use of automation tools and the contemporary customer service needs is what calls for a perfect solution! Contact Center Automation Tools
- 3. H E R E A R E T H E W A Y S H O W C O N T A C T C E N T E R T O O L S A R E A F F E C T I N G B U S I N E S S P R O D U C T I V I T Y T O D A Y
- 4. BENEFITS A customer can access the answer to his query by himself, leading to a stronger connection with the organization. Lesser number of agents required, hence cost saved Agents can utilise the time for other meaningful purposes. CHALLENGES Agents should be prepared for more challenging queries. Customer may get irritated at the end if he doesn't get to talk directly with the agent. Interactive Voice Response (IVR)
- 5. CALL RECORDING SOFTWARE BENEFITS This tool helps in preparing feedbacks and reports of the communication happened between the agent and customer Helps to improve agents performance as they can analyse the result accordingly to a provide best answer next time. CHALLENGES If the agent and the caller speak different languages or the caller is not that sound in English language then the reports can mislead the agent performance because of communication gap.
- 6. BENEFITS This tool routes the customer to the agent with the needed skills. Leads to higher customer staisfaction level. CHALLENGES Some agents may have higher workload (number of calls) than others, leading to lesser work efficiency. Agents have to be more careful about their answers to fulfill the customer expectations. SKILLED BASED ROUTING
- 7. WORKFORCE MANAGEMENT SOFTWARE (WFM) BENEFITS By analyzing the data this software creates a schedule according to which the call center agents are made available to the customers whenever needed Planned schedule and right utilization of resources helps to increase agent's as well as overall business productivity CHALLENGES Agents might have to work at odd hours to stay 24x7 available to the customers.
- 8. ABOUT US CloudSpace Technologies is a leading and globally recognized provider of call center hosting solutions. We Offer a complete software-based call center setup for the startups, SMBs, and enterprise which includes predictive dialer, auto dialer and inbound and outbound call center. For more information, visit: www.callcenterhosting.in or call at 1-800-346-4974
- 9. Follow Us For More Great Content Liked Us? Follow us to find more content like this..