While everybody has difficult tasks in today’s leaner company budget environments, contact center managers are often expected to accomplish the impossible. To control turnover and boost the quality of service offered, they need to embark on complex performance management projects that ensure customers are getting the best possible service when, where, and through what channel they require it. Customers are more demanding than ever, and expect a stellar customer service experience each time they log on, pick up the phone or engage in a smartphone app. An era of slashed technology and personnel budgets hasn’t helped in accomplishing this seemingly impossible goal.
“Most contact center solutions don’t have the intelligence your team needs to meet the demands of today’s connected customer,” according to cloud contact center solutions provider Five9 (News - Alert) in a recent video. “Your agents are drowning in information as they try to sort through a blizzard of calls, posts, e-mails and chat requests, all while you struggle to manage, monitor and report on the growing number of conversations, not only through voice, but also through social, mobile, chat and e-mail channels.”
Solutions providers such as Five9 that are offering native social, chat and e-mail applications are helping ensure that agents have the tools they require to support customers in any way and through any channel without losing any parts of the customer relationship to silos. Many traditional multichannel solutions lack the integration and connection to be truly omnichannel. Five9’s Connect release aims to eliminate this disconnection.
“When a new post, chat or e-mail is received, Five9 Connect uses natural language processing to uncover the meaning and sentiment behind the customer’s words. It then removes spam and non-actionable posts and sorts requests into categories like sales, marketing and support. That enables it to route requests to the best agent who can provide the best answer.”
Via the multichannel desktop, agents can access a suite of tools that will enable them to respond using any medium, allowing them to switch easily between phone calls, social interactions, chats and e-mails. From there they can search customer histories and even transfer customer contacts between channels. The solution helps identify the intention behind the customer requests and searches knowledge bases for answers, allowing agents a step up in resolving the customer’s problem or answering a question, shaving precious seconds or minutes off each customer interaction.
In an era of shrinking budgets and expanding customer expectations, it’s a tool that can help contact centers accomplish the seemingly impossible: provide excellent customer support without breaking the bank.