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Phone, email, text.
Web chat, WhatsApp, Facebook, X.
In today’s super-connected world, the ways in which we communicate are many and varied.
For businesses, ensuring every channel is available is as important as it gets. After all, consumers now do much of their buying whilst on the move via a few clicks of their mobile phone. Ditto for those with issues to resolve.
That’s why enterprises large or small are deploying contact centre technology that is leaving older school call centre functionality standing in the customer service stakes.
So, what’s the difference? Agents fielding customer calls get the job done the same in both environments, right?
Wrong.
Call Centres have been traditionally manned by rows of folks taking voice calls whilst other, siloed teams deal with all the other (equally important) separate interactions via the alternative channels.
Instead, Contact Centre teams are simultaneously plugged into every channel 24/7 – never missing an opportunity to deliver stellar service regardless of how a communication comes in. Clever, joined up functionality provides agents with instant, single-screen visibility of customer profiles, accounts, and historic past interactions. Re-routing and issue resolution is slicker and faster. And super-smart contact centre AI add-ons enable businesses to do the basic communicating better and more efficiently whilst human agents are freed up to manage the more complex.
It shouldn’t matter what size your business is either. The way in which everyone communicates has changed massively and every business needs to feel to the outside world like a modern, professional organisation that is responding to positive change.
For example, there is still a generation that wants to pick up the phone and yet they wouldn't want to call a mobile number because they are somehow nervous about a small or medium-sized business that doesn’t have a landline.
Then you have the generation that would rather WhatsApp or text or e-mail. And then you've got the generation that would rather use social media and interact via Instagram, Facebook or direct message.
At Evolve IP UK, we have developed a brilliant, easy-to-buy and easy-to-use contact centre solution that covers all the bases.
For end user businesses, it’s easy because it plugs right into existing cloud-powered phone systems and is quick and easy to train people on.
And for our partners who sell and manage the solution, it makes for a stickier customer relationship because it quickly becomes the tool upon which end user businesses depend. It not only facilitates high-quality, modern, omni-channel communication, it also indirectly drives increased revenue via enhanced service delivery and reputation.
There was once a time when a Call Centre was the protective outer wall of a business; designed mainly to placate complaining customers or spare busy departments the inconvenience of having to field the most basic of questions.
Today’s Contact Centre is now the always-open front door through which everyone is encouraged to walk.
And that’s much, much more than a simple name change…
