Customer expectations are based on more than just receiving quality product at a competitive price. They expect – in fact demand – a positive experience when interacting with your company.

Any call center software must be able to support a high level of customer experience from start to finish. As the company’s front line, the contact center is the voice of the company, and often the first interaction point between the brand and the general public.

Call center software must be designed to address key performance elements within this dynamic environment. First-call resolution is an unquestioned, primary goal as the customer leaving the contact center interaction with his issue resolved is a happy customer.

Minimal hold time is also essential, making the callback option worth its weight in gold.

Consistency is another key element customers expect, regardless of the channel or media type selected for communications. If a customer contacts the organization via email with a problem about a recent purchase or a bill, then the agent with whom that customer subsequently speaks should be notified of the contact, the issue and be able to deliver a prompt resolution.

Any software selected for implementation into the contact center environment should support these initiatives, providing agents with the necessary tools to meet customer expectations with each interaction.

According to the 2012 US Contact Center Decision-Makers’ Guide, the most widely used forms of non-voice customer contact (apart from letters and fax) are email and self-service, followed by SMS, text chat and web collaboration.

Some of the key features that customers look for in a channel include perceived effectiveness and channel availability. Customers contact a business because they want something done. Feeling satisfied that their request has been taken care of is a vital ingredient to this – many contact centers still get calls asking if they have acted upon a customer’s email – and the reassurance provided by a real-time channel that an issue has been dealt appropriately with should not be underestimated.

One of the advantages of telephony has been its ubiquity. The rise of the cheap computer and the popularity of smartphones now means that the telephone is under serious challenge in the availability stakes.

For those organizations seeking a firm partner to provide the right call center software solution to meet their needs, Zeacom (News - Alert) offers a highly functional suite of proven solutions. The company’s focus is – as it has been since its inception – is to provide robust contact center software options that deliver measurable benefits.

For more information on how Zeacom can drive the optimal customer care experience, visit the company’s website today.