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Although very useful for less complex requests, self-service tools are not always enough to resolve queries. The same is true for agents handling complex calls, unless they have backup from experts! Odigo Extended Contact Center™ rethinks internal and external contact centre communication to offer your customers all the expertise they need. We explain how in this blog!
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According to a 2023 ECCCSE report, many European consumers believe customer service has deteriorated in recent years. Customer expectations, influenced by the repercussions of unfavourable economic and political conditions, have risen faster than the ability of many suppliers to meet them. To bridge the gap and repair opinion, companies in general and contact centres in particular need to put customer experience and satisfaction at the heart of their initiatives.
The most successful contact centres are those that adjust their strategies in line with technological advances. Once called “call centres” when the only possible channel was the telephone, they became “contact centres” after the advent of e-mail and smartphones.
Today’s technologies make it possible to avoid failed transfers to experts and cycling through the IVR numerous times, which invariably leads to repeat calls, customer repetition, overly long processing times and disjointed experiences. One such technology is a high-performance routing system that takes into account the skills of each advisor. Establishing these direct links between customers and those with the knowledge to actually resolve a query is crucial.
It’s no surprise that hardworking agents, who interact with customers all-day-long, can’t also be expected to be experts in every sub-area of the business. Even with a great onboarding and up-to-date training, front-line agents often need to call on specialist teams or back-office staff to solve a customer problem.
According to Metrigy 2023, 47% of companies allow people from outside the contact centre to participate in resolving customer queries and 30% of employees help out in times of need. Cooperation and teamwork are highly valued soft skills for personal and professional development, as well as for company growth, provided there are boundaries in place to prevent ‘helping out’ from encroaching on an employee’s primary tasks.
The idea of bringing consumers and experts together is nothing new. However, companies need simple, effective processes and tools to ensure that these communications take place efficiently and can be monitored.
This is where Odigo Extended Contact Center™ comes in. It provides problem-specific tools that deliver contact centre flexibility, reliability and speed.
In addition to the operational benefits, organisations also benefit from improved cost efficiency. The solution itself is pay-per-use basis while IT and call transfer costs are also reduced.
The aim of any new tool should be to facilitate the work of its users, and to offer improvements to workplace wellbeing. Often though organisations end up making a compromise between new functionality and ease of adoption to avoid disrupting employees’ workflows. Odigo Extended Contact Center™ is different.
Odigo Extended Contact Center™ doesn’t drastically change the way any of your employees work, but it does streamline and facilitate communication between departments, teams and individuals. Your teams will save time, optimise their workloads and gain access to the resources they need.
The offer also includes specific functionalities for each user profile. You can select the most useful tools for each of your employees, avoiding adding unnecessary complexity to their day-to-day roles or their consoles.
Odigo Extended Contact Center™ is a complete tool that can be used on its own, offering a common business application for all employees. The solution also integrates with your existing processes or already established unified communication tools such as Microsoft Teams and RingCentral. Allowing your team to enjoy the benefits of the solution without disrupting established working habits.
In summary:
The benefits to your customers and operational efficiency are clear so get in touch with our team to find out how Odigo Extended Contact Center™ can seamlessly fit into your contact centre operations.
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