Achieving operational excellence requires that call center operators keep track of many moving pieces. To stay on track, it’s important to equip yourself with the very best tools to help your contact center run effectively. When it comes to contact center software there are many options, and implementations can take time, so you must ensure you have done a full and thorough review before adopting any new products.
A key part of optimization is consistency. You can minimize confusion and error by having everybody working off of one system, using one script and having all agents experience the same training. Choosing a powerful Customer Relationship Management (“CRM”) software that offers integrations is central to achieving this, allowing you to optimize your workflows. A good CRM is much more than just a customer database, it will consolidate your existing applications into convenient workflows that allow agents to focus on customer satisfaction, rather than struggling with flipping between tabs and entering data across multiple systems. This is not only time-consuming, but greatly increases the chance of error.
CRMs are fundamental to a successful contact center, not just allowing you to keep contacts organized but also offering tools to be more effective, to boost sales and to optimize campaigns. CRMs can help to generate leads from a wide range of different sources and execute automatic follow ups such as preset emails, or prompting an agent to launch a follow-up call. Many even include built-in marketing tools and e-commerce functionalities, in addition to offering automated reporting, dashboards and project management tools. In essence, a CRM used correctly can nurture a customer through all stages of the lifecycle from lead to post-purchase support.
But with so many CRMs on the market, how do you choose the right CRM for you? Here are some key questions to ask yourself:
- Is it built for your size of business? Is there a maximum or minimum number of users?
- How difficult, disruptive or time-consuming will it be to implement? Is there any assistance offered in this?
- How easy is it to use and to train employees? Can I integrate my current tools?
- How secure is it?
- What is the total cost?
It is also worth considering moving your communications solution into the cloud, otherwise known as Hosted UC. Hosted UC can cover all of your communications needs — from inbound to outbound to internal communications. These hosted solutions are more scalable than traditional, on-site hardware systems and reduce expensive installation costs. Additionally, Hosted UC can even allow agents to work offsite, such as from home or other offices.
Decision trees are a versatile tool that can help you to build logic-based scripting and accessible FAQs for customers and agents alike, and to understand common troubleshooting flows. With built-in analytics and reports, a good decision tree software will allow managers to track agent performance to improve all-around effectiveness, and for agents to send feedback directly to script authors. Zingtree is the perfect tool to build intuitive question & answer style troubleshooters that save time and money. Try Zingtree for free today and find out how you can see a 20% reduction in your support costs.