It’s quite likely that you’ve set some lofty goals for 2016. Perhaps you want to improve your overall call resolution or decrease your call abandonment score. Whatever your goal may be, it’s important that you provide employees with the right set of technology tools to help them succeed.
After all, even the most skilled and productive team of Communicators could improve with the assistance of truly innovative customer care technology. Below are three technologies that will help you reach your 2016 goals and take your business to the next level.
- Call blending: In the past, Communicators would have to log out and enter a specific code to make outbound or inbound calls, which was highly inefficient. With call blending, however, employees have the ability to make outbound calls while also being able to receive inbound calls, using one easy-to-use technology system. Call blending assures that employees are always making the most of their time even when inbound activity slows down.
- Skills-based routing: Not all Communicators are created equal. Some have specific skills in which they excel. Skills-based routing is a strategy in which certain incoming calls are routed to the most suitable agent, rather than assigning the call to the next available agent. This technology ensures that the most knowledgeable and experienced Communicators are available to tackle complex situations.
- Remote call monitoring: Are you confident that your Communicators are adhering to company policies and providing customers with the best experience? Remote call monitoring allows managers to listen-in on and monitor calls. In doing so, supervisors gain a 360-view of how well their employees are handling in-the-moment problem solving as well as insight as to how the customers are responding.
If you’re not already using these three technologies, than you might want to consider adding them to your technology suite, as it can help improves both your Communicators’ and customers’ experiences.
Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA, SOCAP, and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He is a frequent speaker for national events and has also been honored with a number of awards and recognitions for his contributions to the call center industry.