July 05, 2014
Call Center Software Week in Review
By Matt Paulson
TMCnet Contributing Writer
Call centers are the backbone of several industries, including the indispensable customer service sector. Customer interactions lie at the heart of ensuring repeat business interactions, as a happy customer is a paying customer. The technology used to improve these interactions is constantly evolving, and difficult to keep track of at times. This is why it's important to review the top stories within the call center industry, as having the latest software means staying ahead of the competition. Here's a list of some of the biggest headlines from the past week alone.
Mitel (News - Alert) made the announcement this week that they integrated their MiContact call center solution to several districts in the U.K., including South Lakeland and the Eden District Councils in Cumbria, England. Mitel is renowned for providing all of the tools, hardware and software necessary to implement VoIP calling solutions for businesses and call centers, ensuring that the client doesn't need to waste any energy planning out their system once the reins have been handed over to Mitel. Features included with Mitel's service include presence-aware telephony, conferencing and messaging.
Cloud-based technology and Voice over IP tools have in fact done wonders for the world of call center technology, saving money hand over fist. South African contact center reseller Intuate Group noticed that in addition to technological advantages, improving customer experience through call centers is a tested strategy for increasing revenue. As the company states, “Often overlooked, the contact center is re-entering the spotlight as a valuable channel for driving customer loyalty; in fact, it is increasingly being seen as a critical component in improving the customer experience and informing CRM processes, fostering relationships and gathering valuable data from key customers.”
Another strategy being used to enhance call centers is an increased usage of social media to drive customer interactions. Not only does this provide an outlet for customers to relieve calling lines by scouring a FAQ section instead of taking up precious time from a call center agent, but it can also be used to increase visibility and attract newer customers with excellent service.
Finally, call centers also have to embrace the fact that mobile computing is now the norm, and they must cater to this experience to retain customers. This means that companies should also focus on developing apps for mobile devices, as well as incorporating other communication strategies such as SMS messaging.