Today’s contact centers are under pressure to demand to deliver a winning customer experience strategy which can make contact center implementation a daunting task. To help our customers ensure that their contact center fully realizes all of its goals, Quest offers Contact Center Solutions combining the most robust suite of features and world-class deployment and support services.
What is a Contact Center?
A contact center is a business division within an organization that manages customer interactions. Unlike a call center, which receives requests only by telephone, the contact center handles inbound and outbound customer communication over multiple channels such as telephone, web, chat, email, messaging apps, social media, text, fax, and traditional mail. Contact centers use various types of advanced technology to help resolve customer issues quickly, to track customer engagements, and to capture interaction and performance data. Contact centers are usually operated either by an internal department or outsourced to a third party provider.
Benefits of a Contact Center
Improved Customer Experience
Customer service can be a significant differentiator for your business, and your contact center is often the primary channel for most of the interactions your customers have with your company. Through a contact center, there are several ways you can ensure an excellent experience. For example, customers can take advantage of the self-service capabilities provided by your contact center in order to quickly perform common tasks. Contact centers can ensure customers are connected to the most suitable agent to resolve their problem faster. In addition, since the contact center supports multiple types of communication, customers can interact through the channel of their choice.
Greater Efficiency
Since contact centers are a central point of customer communications, they can improve your business productivity when responding to numerous customer requests. Contact centers can provide your organization the ability to scale staff in response to customer inquiries, and automatically route requests to the most appropriate resource with real-time updates, allowing agents to respond quickly and efficiently.
Enhanced Insight and Visibility
Your contact center brings together customer interactions from across all communication channels. The data gathered from these interactions provides valuable insights that can help inform important business decisions. This information can help with product design, quality issues, and identifying patterns and problem areas across your customer’s journey of engagement with your company.
Common Contact Center Use Cases
Personalized Self-Service
Contact centers can enable your customers to perform common routine tasks, such as requesting an account balance or scheduling an appointment, without the need to interact with your agents. By integrating with your CRM and back office systems, your contact center software can access customer information to provide a personalized self-service experience, and take the actions requested.
Omnichannel Customer Engagement
Modern contact centers often support as many as 11 communication channels, including telephone, web, chat, email, and social media to meet customer expectations. It is critical to preserve the context from each interaction as the customer moves between communication vehicles. Contact centers can provide better customer engagement through a consistent and cohesive omnichannel experience.
Virtual Contact Center
A virtual contact center enables employees to work from any location, such as smaller contact centers, branch offices, retail stores, and from home. Since there is no need for additional equipment or office space, a virtual contact center can reduce capital expenses and scale easily. With flexibility to allow for agents to work in locations of their choice, virtual contact centers can also help reduce employee turnover rates – a common problem with contact center staffing.
Quest partners with you to develop a communications system that fits your needs today and expands easily to meet your growth and the demands of tomorrow’s technology. Have questions about implementing a contact center in your business, or need a quote?