With the launch of the Affordable Care Act this week, call centers were all over the news, proving that in today’s connected world they have become a critical factor. As such, we have the latest news on what took place in the call center world this past week.
For example, the contact center was once a place of transactions. Each time a customer called in, an agent would listen to that individual’s problem and try to solve it. Once the call was over, it was simply one more transaction, closed. (Whether it was successful or not wasn’t much considered.) If the customer e-mailed three weeks later, that e-mail was handled in isolation, and one way or another, the transaction was ultimately closed. But, now the days of treating each customer as a series of disjointed transactions are long over. A new opinion piece notes that “the call center is becoming more social and traditional players are increasingly positioning themselves to enable the person on the other end of the phone -- assuming a customer can get through – to become more of a brand manager who can save sales and drive revenue.” In other words, it’s no longer enough for the contact center to put out fires. It needs to be building new structures and bridges to the customer.
To that end, an upcoming webinar will examine the multichannel experience. Businesses today are having a difficult time keeping up with customer demand, as the inception of multichannel customer service has changed the playing field of how customers interact with the companies they do business with. The increased online connectivity of consumers coupled with cross-channel communications makes it difficult for managers to accurately predict how and when customers will reach out. So the folks at inContact and 1to1 Media will be addressing this very topic and will explain how businesses can harness the power of the multichannel strategy to see positive results with their customer service practices.
But it’s not just all about talking; there are also new products on the market to make call centers more responsive. For example, Indosoft recently announced the availability of the new and improved real-time tracker module for Q-Suite 5.7. The newly enhanced real-time tracker module will enable users to easily monitor the status of all ACD channels in real-time. This means users will now be able to view all the activities that are associated with queues, agents, and calls, thus delivering greater control over the contact center ACD.
There’s more news happening every day, so be sure to check in regularly to keep yourself up to date.