Contact centres are continuously evolving. As you ensure to maintain a top-quality customer experience, what can be done to future proof your contact centre, to best provide for both your customer and your business?
In recent months we have seen technology improve the ability to work flexibly, which has rapidly grown across a wide variety of industries. Employees with greater flexibility and autonomy over their own work, will be happier and more motivated, ultimately having a positive impact on the experience they offer to your customers.
It is imperative that the contact centre industry keeps up with the times. Contact centres today deal with more interactions than ever before. Across more channels, with higher expectations—from both customers and fellow employees. Thanks to recent advances in technology, we’ve seen many employers recruiting remote workers and running virtual contact centres as a means of future proofing.
Efficient Workforce = Efficient Business
The fact that customer service can now be delivered from anywhere enables contact centres to create a highly adaptable workforce, to seamlessly manage the peaks and troughs that are commonplace within the industry. Whether you’re shifting to the cloud or innovating with AI, there is a range of technology ready to help you get where you’re going. Anything from traditional desk phones to the latest softphones, simultaneous connectivity and everything in between.
There are also cost advantages to not having to operate a physical contact centres and instead, opting for a cloud-based infrastructure. Plus, homeworking allows businesses to be agile and cost-effectively ramp up and down, in line with customer demand with high or low call volumes, no matter where or when employees make their calls.
Improving quality improves service
The happier your employees are, the better service they provide. It’s that simple. If you provide your people with quality, noise cancelling headsets that are as comfortable for over seven hours, they can concentrate on details, not their devices. It’s also vital to know the daily goings on in contact centres, now more than ever. With agents now having more flexibility to work remotely, in addition to the transitions to the cloud, there is a lot more technology to manage.
To combat this there are new services that allow you to monitor, manage, and maintain each and every one of your teams’ headsets from a browser, with built in cloud management tools that provide the information to make smarter decisions. There are even conversational analysis tools that give you data on how to hone your agents’ customer experience skills, creating a more productive contact centre overall.
Get connected, stay connected
The technology you choose for your contact centre can be the difference between productive calls and difficult conversations. It’s key to adopt a synergised solution. One that combines headsets built specifically for voice agents, a cloud management tool to get the most out of them, and the support services that free you to focus on your customers. After all, contact centre agents represent the front line of your brand. They influence how customers feel about the brands they interact with.
With the right cloud-ready devices, you have the chance to turn the many moving parts of your contact centre into a more cohesive whole. One that is more efficient, more flexible and more responsive. The many benefits add up to one thing: a better experience, for you, your team and your customers.
Whatever the future holds
Thanks to various advances in technology there are multiple solutions to enable the delivery of quality customer service from anywhere. You can now develop a happier, more productive workforce and enhance your team’s skill sets. With all these benefits to the individual employee and the business as a whole, it’s time to embrace new technologies to future proof your contact centre.
For more detailed information on all the above technologies, click here to learn about Poly’s various solutions.
Plantronics and Polycom have come together as Poly, bringing the best of audio and video together. Poly’s expanded portfolio of smart headsets, desk phones, conferencing tools, management software and services are ready to take you to the cloud, and to help you make intelligent decisions when you get there.