Reimagining your call center services by embracing CRM contact center solutions

Your contact center can offer support through a variety of channels yet the goal of the service provision remains customer happiness. Call centers are seeing an increasingly digitized world, CCaaS is gaining in popularity as the need to understand your customers and deliver personalized services becomes pertinent.


To compound matters, channels of engagement are gradually getting packed, with voice, video, web, messaging, text, chats, phone, and self-service all possible choices depending on client demographics and preferences. However there still remains a preference for human customer contact and given the high expectations for agent engagement, a hybrid of human and artificial intelligence is gaining ground as a way to improve customer service outcomes.

A contact center that is truly designed for today’s customers and modern enterprises must include a CCaaS platform that combines customer data within the CRM software.
A contact center that is truly designed for today’s customers and modern enterprises must include a CCaaS platform that combines customer data within the CRM software.

Why successful customer service requires data unification?


A contact center that is truly designed for today’s customers and modern enterprises must include a CCaaS platform that combines customer data within the CRM software.


To guarantee that your data is correct, your customers' privacy is protected, and your customer care staff have all the tools they needed to provide superior customer experiences, it is crucial to make sure your CCaaS is directly linked to your CRM.


Examining the CRM contact center unification


When your contact center and CRM are integrated, they have access to the same source of client data (which lives in your CRM). Traditional contact centers keep a second set of customer data in their systems in addition to integrating with the CRM


CRM contact centers offer an ideal way to take away the frustration from tedious, contextless interactions offering a fresh, innovative approach.


10 ways AI ensures your contact center delivers gold standard customer service


We are now more linked to the rest of the world than ever thanks to smartphone technology. We can communicate with someone on the other side of the globe as though we were in the same room. We can frequently conduct product research, explore websites, and converse in ways that are both visually dynamic and context-rich all at once.


Why then does the standard customer support experience remain so archaic?


Customer assistance is typically excluded from the native brand experience, even though digital transformation has been at the heart of every organization's CX.


Most businesses begin by promising to satisfy their customers' mobile, visual, and contextual needs, but they don't include their customer support in that commitment. How can you fix it?


Below are 10 ways you can leverage AI to ensure gold standard customer service via your contact center.


1. AI-enhanced response time reduction for better CX


By leveraging AI agent-facing solutions you can dramatically cut down on ticket response times. Customer confidence in your ability to support them when something goes wrong is increased through quicker responses.


2. Automate routine work


By optimizing repetitious operations like account verification, FAQ responses, and information gathering, it is possible to reduce response times by eliminating the need to wait for an agent all together. Frequently, customers can achieve their immediate goals without ever opening a ticket.


3. Intelligent chatbots


The demand of the hour is for intelligently powered chatbots that enhance customer experience by providing conversational support to either resolve the issue or hand off a fully triaged ticket to the best human to answer it. The information-gathering capabilities of Virtual Agent go well beyond the robotic, pre-programmed messages that the majority of chatbot users are accustomed to, enhancing the experience of asking a question and receiving assistance fast.


4. Route tickets


No matter what channel a ticket is opened in, AI may assist in automatically directing and routing tickets. Tickets will be routed to the most qualified agent more quickly if ticket context and known customer metadata are combined. The sort of issue, the size or sentiment of the customer's account, the product(s) or features they use, and language or time zone concerns can all be taken into account when making decisions. Routing tickets lessens turbulence and the demand that users repeat their problems. Additionally, it helps personalize the conversation.


5. Increasing information exchange


AI service solutions can present relevant information to the appropriate person at the right time. Better self-service for your clients and more direct coaching for your personnel are the two advantages this delivers.


6. Smart knowledge management and self-serve functionality


Making sure your customers get the resources they require when they need them is one method to build relationships with them. The vast majority of customers are in favour of self-service choices. In fact, over 75 per cent of people have a more favourable opinion of businesses that provide them. Your clients can find the answers they require at any time, by accessing self-service articles and FAQs. As more consumers use your knowledge base to do searches, your AI solution can learn the phrases and keywords associated with each article and more frequently propose the appropriate information, hence lowering user annoyance.


7. Provide advice to agents


AI analyzes the problem using plain language and provides real-time responses or step-by-step instructions based on the context of the ticket. AI promotes client confidence and maintains customer satisfaction by enabling quick, accurate responses by leveraging natural language processing.


8. Improving ticket quality


Enhancing customer experience by offering a uniform experience across all tickets is how AI improves ticket quality. Every time a customer contacts you, they will know what to anticipate, which will lessen irritation and boost team morale.


9. Analyzing customer sentiment


Customer sentiment is a component of tickets that is frequently disregarded. AI systems are able to read conversations and determine whether a problem that seems to be a low priority is actually becoming more pressing than anticipated. An agent's tone or focus can be changed with the aid of sentiment analysis, creating a more individualized experience. Additionally, it can assist QA in determining if the customer was pleased with or annoyed by the responses they received.


Learning how to serve your customers better in certain situations and figuring out if they are prone to become angry in particular talks are both parts of improving ticket quality and allowing you to change processes or products to better your customers' experiences. Your AI solution will triage and connect the client right away if a certain topic is likely to require human intervention for a successful resolution—resulting in a successful conclusion.


10. Transcribing calls


Both your agents and the QA team gain from call transcription using AI. Better customer service results in a benefit in either scenario. Your agents can remember important details thanks to the transcribed conversation, which also lessens summary and after-call work and prevents you from having to ask a customer to repeat information later. Additionally, it enables the QA team to examine the issue more quickly and provide coaching and feedback to the agent or group that requires it. Additionally, transcription enables AI to highlight customer feedback trends, which enables you to forge closer relationships with your clients.


Next: Contact Centre Trends - 2022 and 2023