Review and Control of Executive Teams: Organizations need tools like contact centers to align their strategies with customer expectations. One such impactful tool is the modern contact center.
Today, more than ever, people need a smart and controlled telephone communication solution to connect with companies and organizations quickly. This is a key factor in customer loyalty. Statistics show that a modern contact center, when implemented to standards, can increase sales rates by up to 2.5 times compared to industry peers.
The importance of a customer-centric strategy indicates that we are in a competitive industry where customer expectations have the highest priority. One of our management tasks at various organizational levels is to understand our customers’ expectations, which are rapidly changing. A modern contact center and the following trends can play a crucial role in effective customer communication.
Customer Interaction Has Never Been Without Friction
One of the most destructive actions a company can take is “blocking” and “disrupting” the support process.
It’s no surprise that statistics show 92% of consumers in a survey stopped purchasing from a company after three or fewer instances of poor responses.
Customer experience expert Shep Hyken, based on his research on modern contact centers, suggests the following to strategic leaders:
- Eliminate Repetition: Sharing repetitive explanations and referring customers to them in the phone contact center system through recorded files or automatically routing simple matters to less experienced agents can reduce costs and improve response quality.
- Personalize: Providing adequate services to customers isn’t enough. Studies show that 59% of customers expect agents to recognize them at the start of a conversation without needing to repeatedly introduce themselves. This is easily achievable through the integration of contact center interactions and the customer information database.
- Reconsider Complex IVRs: Interactive Voice Response (IVR) systems have become a primary source of frustration in phone contact center systems. Surveys indicate that 98% of people prefer to reach their desired outcome through direct interaction with agents as quickly as possible. If customer requests and interactions with agents aren’t managed well, expect dissatisfaction. Here, a new-generation telephony system (contact center software) with diverse capabilities can be highly effective.
- Adapt and Respond: It’s essential that responses are reviewed by managers for training purposes and customer needs are followed up, with these follow-ups recorded in the automation system by executive teams.
Customers Are Sensitive About Their Time
These days, everyone is under a lot of pressure as they juggle multiple responsibilities. It’s not surprising that 73% of people say their time is the most important thing companies can prioritize. Additionally, 75% prefer live chat over any other communication channel because they can express their needs or get results faster. Therefore, the contact center as the first and foremost point of interaction with customers plays a crucial role in their satisfaction.
Integration
Since today’s organizational communication with customers is not limited to phone calls and includes various channels like social media, online private forums, email, SMS, and phone, maintaining a unified experience across these channels
According to research by Adobe, companies with strong customer engagement strategies across omnichannel touchpoints see a 10% increase in annual growth and average order values.
Today’s technological landscape is rapidly evolving, with more people worldwide adopting digital workflows and modern contact centers. Ultimately, conversations are the foundation of customer centricity. The key is to keep customers satisfied at every touchpoint and respond to their needs effectively.
Chakavak Call Center software offers a reliable solution to maintain the most critical communication channel with customers.
