Agents in contact centers play a crucial role in ensuring that customers receive the necessary information, reducing their anxiety about problems, and supporting the businesses they represent. Agents now require the proper resources and support systems to access relevant information that facilitates their work.

Daily Contact Center Agent

Every day, agents strive to ensure customer satisfaction. Not only are agents hired to handle phone calls, but also emails, chats, and text messages. Agents are at the forefront of companies that deal with customer anxieties and sometimes require complex problem-solving strategies. They must manage high customer expectations, fierce competition, and rapid multichannel interactions.

Technology Reduces Contact Center Agents’ Workload

The continuous advancement of digital transformation enables contact centers to provide customer service in new directions. Artificial intelligence technology allows agents to obtain the fundamental information required to resolve customer issues. The presence of an omnichannel solution can also facilitate agents’ identification of potential customer issues across multiple channels simultaneously.

Contact Center Digital Transformation Steps

Discuss with the Contact Center Agent

Discuss plans for digital transformation with agents. Explain how technology is used to reduce workloads rather than replace them. As with initiatives in general, some employees may resist change.

Selecting the Ideal Partner

Select a dependable and ideal partner to obtain all of the benefits of digital transformation. Ensure that partners have relevant services and track records in the world of contact centers

Testing Contact Center Quality

Test the outcomes of technology implementation with one or two contact center teams when assigning agents to the test team, including employees who oppose the initiative. This will increase confidence in all parties’ initiatives.

MitraComm Supports Digital Transformation in Contact Center

MitraComm Ekasarana fully supports the use of technology that can reduce the workload of agents daily. Our solutions can provide contact center operations with convenience, efficiency, and flexibility.

To learn more about MitraComm’s various solutions, please visit https://mbps.mitracomm.com/. If you have any further questions, email us at marketing@phintraco.com.

Related article: Tips to Avoid Choosing a Wrong Contact Center Outsourcing Partner

Baca juga: Transisi Serba Digital, Ini Kegunaan Materai Elektronik atau e-Meterai

Enterprise customer service continues to expand to meet customer needs to the greatest extent possible. Customers are experiencing the desired change in expectations due to this development. By having a comprehensive understanding of the company’s strategic priorities, it will be able to anticipate all changes and obstacles. Here are some of the most important future investments that enterprise customer service can make.

Increasing Service Quality

Improving proactive information delivery quality is essential for a satisfying customer experience. To accomplish this, companies must maintain current information, have a single source of reference information, and guide customers.

Improving Operational Excellence

To reduce physical contact when purchasing their needs, most customers today use their smartphones to research a brand and make purchases online. This necessitates that companies provide seamless and quick experiences that meet or exceed customer expectations. Businesses are supported by self-service technology solutions such as Interactive Voice Response. Self-service technology employs a method of interaction that necessitates consideration and empathy to provide the appropriate service based on the individual customer’s needs.

Utilizing Technology for Enterprise Customer Service

The pandemic has made it more difficult for companies to determine whether they are focusing on the right future priorities. To combat uncertainty, the budget should be concentrated on technology. Utilize automation technology and cloud-based systems to produce effective, dependable, and high-quality contact center operations.

MitraComm Contributes to the Development of Enterprise Customer Service

MitraComm Ekasarana is aware of the company’s developments and challenges in the contact center industry. MitraComm has collaborated with numerous businesses across various industries as a provider of contact center solutions to bring the best personnel, hardware, software, and infrastructure to bear on service delivery.

Omni-channel customer services, one of the solutions we provide, can centralize, streamline, and consistently connect all customer interactions. The omnichannel solution incorporates all customer interactions across multiple channels, including social media, email, chat widgets, SMS, Line, and Telegram.

Contact us at marketing@phintraco.com for additional information regarding the contact center.

Related article: A Brief Explanation of IT Managed Service

Baca juga: Yuk Intip Tata Cara Beli dan Menggunakan E-Meterai!

To survive and thrive under a competitive and crowded business environment, a company must attract more customers to increase sales and implement the right strategies for improving customer service. Why is it a must? Because no matter how good your product is, if customers are not satisfied with the services, they will pay closer attention to the bad customer service experience.

In this article, we will dive deep into the key strategies for improving customer service that you can implement to grow your business. Here are the points.

1. Respond promptly to your customers’ inquiries

If a customer service agent can give prompt responses to all customers’ inquiries, indeed it will create a business with more satisfied customers. To implement this strategy, you need to train your agents’ skills regularly and supported by adequate systems to help agents work promptly.

2. Make customer feedback part of your strategies

Customer feedback is the most important aspect to evaluate your service level. By knowing what we need to improve, then you can adjust your customer service strategy that can be implemented by the customer service agents.

It is important to know that customer feedback is not only about customer complaints submitted through email, chat, SMS, or other modern platforms. Every interaction between agents and customers is a hidden, yet valuable feedback.

Therefore, you need to have call recording systems to help you monitor all interactions between agents and customers, and turn those interactions into valuable insights to decide the right business strategies and decisions in the future.

3. Complete your service with omnichannel support

Today’s all activities closely depend on modern technologies. Everything becomes digital, and all customer have now switched to use digital platform to find their needs. Therefore, for improving customer service, you need to complete your service with omnichannel support. Omnichannel is a cross-channel content strategy that companies use to improve their customer experience and drive better relationships across points of channel. To get more information about omnichannel support, find the information here. (link)

4. Offer 24/7 customer support

This is an important strategy for you if you have a large customer base. If a company offers 24/7 customer support, customers will find it easier to contact you any time. To implement this strategy, you need to hire multiple customer reps and have a dedicated customer support team that works in shifts to handle all customer inquiries.

5. Stay competitive and improve customer service by outsourcing your contact center

If you are able to implement those 4 strategies successfully, then having excellent customer service is not just a dream. However, the question is “does every company has time and opportunity to specifically build strategies and the right teams to improve customer service?”

Creating a successful business with excellent customer service is not a simple task. It requires good planning and consistent implementation. Therefore, you need to choose and work together with contact center outsourcing provider, so that the goal of improving customer service can be realized.

Working together with contact center outsourcing provider allows companies to improve customer service, while focusing on other strategic tasks to grow their business. Outsource your weaknesses, so you can focus on your business strengths.

To know further information about the benefits of using contact center outsourcing services, please click this article: https://phintraco.com/manfaat-menggunakan-jasa-contact-center-outsourcing-bagi-perusahaan

Further information:

marketing@phintraco.com