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A Fresh Look at Skills-Based Routing in your Contact Center to Improve the Customer Experience

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The concept of skills-based routing has been around for as long as there have been call centers – connecting in-bound callers directly to the subject matter experts that can get the job done right on the first call.

New considerations driven by Digital Transformation

Historically, when businesses thought about skills-based routing in their call centers, they typically would organize their groups, and their skills, based on the line of business that the agent would be answering for, or the product line that the agent had expertise to handle. But, in fact, there’s a wide variety of skills that also need to be considered, such as:

  • Business skills like ordering, fulfillment, support and services
  • Industry skills like specialized training or certifications
  • Language skills
  • Passive soft skills
  • Authority for escalations

The Essential Role of Text, Email & Social Media in your Contact Center

In addition to connecting customers to the right people, you’ll want to enable your team to interact with customers over their preferred media. You can exploit new digital communication technologies to improve the customer experience by adding email and web chat interactions, as well as SMS and social media messaging. Of course, all of this adds layers of complexity as you begin enabling new tools and programming routing workflows.

Let TCI simplify the process

Our experts can show you how holistic skills-based routing – enhanced with the latest digital communication technologies – can empower your call center to serve your customers better than ever. Contact us today at (703) 321-3030 or info@tcicomm.com.

 

How Mitel-Powered Contact Centers are Evolving to Improve the Customer Experience

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While voice-based channels remain the primary communication method with customers today, consumers are increasingly expecting, even demanding, to interact with companies through alternate methods such as text, web chat, email and other social media tools.

This means that every company MUST become as fluent in these emerging media channels as they are with voice communications today. That’s where TCI and Mitel’s Contact Center Solutions come in…

  • Multichannel Contact Center Solutions give customers the flexibility to choose the method of contact that makes the most sense for them at any given time, while giving your organization the ability to provide the same prompt, informed customer experience across all channels.
  • Outbound Contact Center Solutions provide tools your teams can use to proactively reach out and execute campaigns efficiently. Information is delivered right to agents as they make calls, increasing the chances for successful interactions.
  • Inbound Contact Center Solutions allow agents to efficiently handle calls and perform common actions using fewer steps and with reduced errors in call processing for an optimized customer experience.
  • Workforce Management and Recording Management Solutions allow you to plan, forecast and schedule agents to increase operational efficiency. A variety of tools help monitor, analyze and enhance individual and group performance.

For more information about Mitel’s Contact Center Solutions and how they can improve your business, contact us today at (703) 321-3030 or info@tcicomm.com.