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The Key to Success in the Contact Center is Collaboration

TMCnews Featured Article


March 14, 2012

The Key to Success in the Contact Center is Collaboration

By Stefanie Mosca, TMCnet Managing Editor


As technology continues to advance and change the way we work and communicate, there is no longer one single solution that ensures the best customer service processes, especially when it comes to contact centers and their agents. The success of today’s contact centers relies on the collaboration of different software and unified communication equipment that can help agents to effectively collaborate while on calls in order to be quick to respond while they engage with customers.


But what exactly are we referring to when we talk about collaboration in the contact center? There are a number of ways that contact centers can improve their customer service best practices. With the help of collaboration tools such as UC headsets, collaboration software clients, and additional wireless solutions, agents are able to increase their productivity and efficiency while at the same time increasing the satisfaction of their customers.

Avaya, Cisco (News - Alert), and Microsoft, for example, all provide contact center solutions and equipment that simplify customer service processes by allowing agents to focus on what’s most important: the customer’s experience. With customer satisfaction remaining a top priority for contact centers, integrating tools such as communication platforms and wireless headsets also improves customer retention by boosting an agent’s productivity, allowing him or her to focus on the specific needs of each caller.

The more productive an agent is while on the phone, the quicker the response time of providing each customer with a solution to his or her problem, allowing agents to decrease call durations and increase their availability to serve other waiting customers.

Unified communications equipment provider Plantronics, partners with Avaya, Cisco, and Microsoft (News - Alert) to provide more unified solutions to streamline and improve the efficiency of agents in contact centers. Plantronics’ UC portfolio of audio devices and headsets is certified compatible with Avaya (News - Alert) and Cisco phones and UC soft client solutions, as well as Microsoft Office Communicator and Microsoft Lync. By integrating their contact center solutions with Plantronics’ (News - Alert) line of UC headsets and additional collaboration tools, the companies can provide their customers with unified solutions that include all the elements necessary for a quality customer experience.  

The overall experience a customer takes away from a call depends on the specific attention to detail provided and the response time.

Unified communications headsets enable contact center agents to not be tied to their workstations allowing them to multitask while on the phone with customers. Instead of putting callers on hold, agents are able to collaborate more effectively, which in turn allows them to keep their customers engaged and satisfied with their experiences.

With wireless collaboration tools changing the workforce, these tools enable mobility for agents without making significant changes to a contact center’s equipment or infrastructure.




Edited by Stefanie Mosca







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