3 Pieces Of Call Center Technology That Your Customers and Reps Will Love

Andy DeAngelis
September 19, 2019

On this blog, we talk a lot about the human element of customer experience. It is important to be responsive, understanding, and empathetic after all.

But a huge component of delivering great CX is making sure that your customer-facing employees have the tools they need to be successful. Being a great support rep is hard enough - don't make things harder on your team by saddling them with outdated technology.

Start by thinking about the tasks that you can automate. The less busywork a rep has to perform, the more uninterrupted time they can spend focusing on creating resolutions for customers. From there, any tools that you use to measure support are giving you an accurate representation of your team's performance, not accounting for the time they spend on things that could be automated.

Here are 3 types of call center technology that'll help you set your customers (and reps) up for success.

Interactive Voice Response (IVR)

If you've ever placed a support call, there's a good chance you've interacted with one of these. IVR is the automated system that helps direct customers to a person or department, and in some cases allows them to complete basic transactions without having to speak to anyone.

By implementing IVR, you make life easier on both your customers and reps. For one, your customers don't have to sit on hold to handle basic needs like paying a bill. By clearing them from your call center queue, you also create more time for your reps to provide quality resolutions to customers with more complex issues. Any call center technology that saves time is worth investing in.

Call Center Analytics

Support metrics tell a story. By keeping an eye on hold times, resolution rates, and customer effort, you can quickly understand how smoothly your call center is running - and more importantly, how well customer needs are being addressed.

Make sure that your admins have access to a platform that gives them real-time information on these key metrics. By doing so, you're giving them the data they need to make staffing decisions, provide training, and give feedback to support reps.

The more informed your call center is, the easier it is for reps to create great experiences for customers.

Computer Telephony Integration (CTI)

If your agents are spending too much time looking up customer information, it's time to change things up.

Navigating between platforms to pull up a customer profile isn't just tedious - it directly contributes to frustration for your customers. And if your reps are consistently losing their rhythm during phone calls, there's a good chance your quality of support will suffer too.

Luckily, there's call center technology that can help you out.

Manually searching for information is an issue that a Computer Telephony Integration (CTI) can quickly address. CTI simply connects your business phone system to your computer, so it can sync with your CRM or support platform. Implementing a hosted VoIP system can go a long way here. Outside of being a more cost-effective and reliable option for your call center, VoIP systems typically integrate with major CRMs and ticketing platforms, which means that when a customer call is routed to a rep, that customer's record is automatically displayed on the rep's screen. That way, they don't have to spend any time asking repetitive questions or digging for information on the customer - they'll immediately have access to everything they need at a glance.

To Wrap-Up

To deliver great support experiences, you need to make sure that your reps have access to the tools they need to be successful. By doing so, you make it easier for them to create resolutions, and make your customers happy as a result.

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