How Contact Centers Help Companies Provide A Good Customer Experience

How Contact Centers Help Companies Provide A Good Customer Experience


Diren Nâzım Selimoğlu

Diren Nâzım Selimoğlu

07.08.2020

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There are many gimmicks a company can do to increase its revenue, but none more important than providing a good customer experience (or CX, for short). In fact, 86% of buyers are willing to pay more for a great customer experience.

Whatever type of company may it be, its success – or failure – can be heavily influenced by how it takes care of its customers. “Some people have said customer service is the last frontier where businesses can truly differentiate themselves,” as stated by a Bill Gosling Outsourcing article. That is why all kinds of businesses invest in different kinds of omni-channel tactics to either (a) entice a customer to become loyal with its brand or business, or (b) appease the already-loyal customer in case he/she encounters a bad experience with a company’s product or service. These tactics/approaches may include, more or less, the following: integrating AI (Artificial Intelligence) to take care of customers’ needs, providing a website with all its relevant information to see, and other methods you can think of. But while all of these are good and all, companies should also focus on one of the most, if not the most, important customer conveyor they have: contact centers. 

How vital are contact centers in providing a good customer experience? Answer: very. Companies may provide other means to help fix an issue that the customer experiences, but more often than not, they will still resort to picking up their phone when they need a company’s service. Most businesses/companies still use contact centers; however, they may also be called call centers. They are still the go-to way to reach a business/company/brand/firm, or whatever you might call it. The point is that when a company wants to deliver and ensure a pleasant customer experience, contact centers are its best bet. 


Why Contact Centers Are Still Important? 
There is an ongoing notion that businesses should invest in AI, as it is the “future” and can bring operational efficiencies throughout the organization that cannot be experienced with human intervention. But is that what customers really want? That is not the case. Customers generally want to be “heard”. They cannot connect with a machine; human nature dictates that they be heard by another human from the brand who can connect with them on an emotional level of some sorts. Calabrio reported a study titled “AI Vs The Human Touch: What Contact Centers Need to Know” in which they interviewed a number of customers. In the interview, 50% said their loyalty is earned when companies listen and act on a complaint while 48% are more loyal when they can get a hold of a company quickly and easily. In other words, contact center should not only listen to customers, but also deliver; they should solve the customer’s problem/s with efficiency, as well as readily available each time.        

The contact center trend is still as strong as ever and is still evolving; compared to previous years, 89% of customer service professionals agree that customers now are more likely to share positive or negative experiences. This can help determine what companies should keep doing or should try to improve on to provide excellent customer service. Contrary to what many may think, contact centers or call centers, whatever suits your taste, are not a thing of the past. Companies need contact centers now more than ever to provide quality customer experience. 

Tegsoft: Helping Companies Improve Their Customer Experience
As I have mentioned above, the contact center is still evolving. Gone are the days wherein call centers only provide voice service; now, in addition, contact centers also communicate with customers by utilising a multichannel approach. The different channels include e-mail, fax, SMS, web-chat, and the ever-popular social media. It is now safe to say that it should no longer be called a call center; the proper term now is customer contact center, or simply contact center.

One such company capable of providing powerful communication software is Tegsoft. The company developed Tegsoft Call Center Application, a web-based application developed by Turkish engineers. This helps brands carry out all customer communication through not just one, but many different channels. 

Advantages Companies Get When They Utilize Tegsoft Call Center Application   
If you are a company using Tegsoft’s powerful software, or even just an interested brand looking to bolster its relationship with its customers, it is important to know the advantages provided by the well-designed communication platform. The advantages include the following: 

(a) It has the ability to offer, as stated above, multichannel communication/contact; 

(b) It also has the ability to easily detect and manage issues such as information, complaints, technical support, sales, the admin office/back office, and opportunity management from a single center; 

(c) The software is a 100% web-based integrated contact center software solution, which is an important factor because nowadays, everything goes through the web as it makes operations smoother and more accessible;

(d) Different companies can choose from 25 different language options in all Tegsoft products;

(e) The Tegsoft Call Center Application also has a powerful CRM Module that can help manage the customer, customer information, past customer operations and preference channels;

(f) It has the ability to enable skill based, campaign based, channel based identification and management;

(g) And, it has easy to access and fast, advanced reporting systems;

(h) It also has Preview, Progressive and Predictive Outbound management competencies;

(i) The software also boasts of having a programmable advanced IVR structure;

(j) It has an ability to integrate easily to third party applications;

(k) Also, it has an internal Webphone;

(l) It has a scalable structure;
(m) And, finally, it has possiblities of easy installation and management.


In this digital age we are currently experiencing, all of the above mentioned are necessary to companies that want to provide a good customer experience. And, the system is only going to improve over time. Tegsoft is truly the best communcation platform that companies need to provide best customer experience.   


References:

https://www.superoffice.com/blog/customer-experience-statistics/

https://www.billgosling.com/blog/why-call-center-customer-service-is-so-important

https://www.calabrio.com/resource-center/dl/ai-wccntk/

https://blog.hubspot.com/service/customer-service-2019
 

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