Successful Contact Centers Use Mobile Devices to Increase Efficiency, Customer Satisfaction

Think about how many times you turn to your cell phone every day and how many different functions you can perform just from that single device. Most days begin and end with the cell phone, as most provide alarm clocks, calendar updates and other productivity apps that help manage everyday life. Just last week, the editorial department at TMC (News - Alert) was discussing how today’s smartphones shouldn’t even really be classified as phones anymore – we use them for so much more than just calling and messaging. Even though messaging does take up the bulk of mobile usage, smartphones today enable users to use GPS, share via social networks, manage finances, browse the Web and even interact with contact centers.

Customers expect to be able to communicate with brands through their medium of choice, whether it’s social media, e-mail, text messaging or calling, and brands need to keep up in order to deliver the best customer experience. Mobile devices, such as smartphones and tablets, provide anywhere, anytime communication, which enables contact centers to be forward-looking, better manage operations and service customer needs.

They can also be used on the contact center side of interactions to improve efficiency and productivity. Successful contact centers keep up with communication trends not only to prepare for how customers will use the latest technology but also to utilize it themselves to improve customer service delivery.

In an upcoming webinar, “Mobile WFM Defines Success for Next Gen Contact Centers: Using Mobile Devices to Increase Efficiency and Satisfaction,” CallCopy’s (News - Alert) Aaron Cash, product management director, will explore the different advantages of using an integrated workforce management system with mobile devices to attain superior efficiency at lower costs.

The webinar, hosted on Wednesday, July 17, at 2 p.m. EST/11 a.m. PST, will show attendees how to add flexibility and convenience while maintaining security, facilitate work-at-home agent deployment, better manage adherence and scheduling via real-time indicators, leverage social media and outbound IVR, and improve ROI via lower IT and administration costs.

If you’re a contact center manager, director or VP; an operations manager, director or VP; or an employee responsible for workforce scheduling, this webinar is for you! Click here to register.