Posts

Meet Your Customers Where & How They Want with Omnichannel Contact Centers

/0 Comments/in /by

The term omnichannel refers to connecting your customers to your business across all available channels – web, voice, smartphones, social media, PCs, email, text, etc. – with a consistent experience and message.

In our digital world, customers want to choose the method of contact that makes the most sense for them at any given time.

Using new technology, a well-executed omnichannel Customer Experience connects the dots between each available channel. To keep pace with this trend and increase your customer loyalty, Mitel’s MiContact Center solutions provide the tools your business needs to deliver a smooth Customer Experience across all media types.

Empower your Contact Center Team

  • Set your customers’ expectations and guide their actions, offering helpful information like their wait times for inbound calls, emails, Web chat and callbacks.
  • Online access to real-time and historical reports provide the insights you need into daily operations and agent performance.
  • When it comes to control and coaching, a simple interface provides a single point of administration for configuring omnichannel workflows.

Mitel’s portfolio delivers everything your small or big business needs…

  • MiContact Center Solidus: A rich suite of seamlessly integrated Unified Communications and Collaboration (UCC) and contact center applications for intelligent interaction in your enterprise.
  • MiContact Center Workgroup Edition: Designed for the MiVoice Business platform, this solution helps your informal contact centers deliver excellent customer service.
  • MiContact Center Enterprise Edition: Designed for the MiVoice Business platform, this solution is ideal for sophisticated contact centers of all sizes.
  • MiContact Center with Skype for Business (formerly Lync): The only true end-to-end multimedia contact center today that utilizes both Microsoft back-office and desktop solutions.
  • MiContact Center Business: An enterprise-grade, omni-channel customer experience management platform designed to power your customer-centric organization.

Ready to meet the omnichannel demands of your customers? Contact TCI today: (703) 321-3030 or info@tcicomm.com.

 

The 5 Most Important Contact & Call Center Trends

/0 Comments/in /by

We’ve seen a lot of changes to the call center and Customer Experience landscape in recent years. Cloud communications and a distributed workforce have been on the minds of many our clients. The need to integrate social media channels is becoming more important than ever.

Here are 5 of the strategic trends shaping up to influence businesses and their call center operations…

1. Digital transformation

Businesses are turning to truly digital contact centers that redefine the Customer Experience from start to finish. Seamless integration of technologies across the business provides full customer context with each interaction and leverages system data to provide proactive service.

2. Two-way social media conversations

When customers interact with a business online via social media, they expect a personalized and immediate response. More importantly, the two-way conversation is public, so other customers will be watching to see how the business addressed the problem.

3. Omni-channel communications

While a customer journey may begin on one channel, valuable insight and feedback may be taking place on a completely different channel. Unifying customer communications across channels gives businesses better context for their customers, helps resolve issues faster, and assists agents in identifying better opportunities for future sales.

4. Better contact center analytics

Sophisticated analytics turn data – like call and screen recordings, chats, SMS messages and more – into useful feedback for agents. Analytics programs are being used to build statistical dashboards so agents and managers can get real-time updates on customer experiences.

5. More remote call center agents

With constantly improving unified cloud communications, remote workers have become a permanent and beneficial part of the contact center environment. With collaboration tools, contact center agents can take their work mobile, with access to real-time analytics and customer context.

Need help figuring out how to apply these trends to your business? Contact TCI today at (703) 321-3030 or info@tcicomm.com.

 

5 Ways to Take Your Customer Experience to the Next Level in the Digital Age

/0 Comments/in /by

There’s a lot of pressure to provide a great experience each time customers interact with your brand. Businesses are responding by prioritizing the Customer Experience as a competitive differentiator.

Your business needs to consider the full range of your Customers’ Experience: not just the call they make to sales or support, but all the different departments and technologies that your customers interact with to make a sale or resolve an issue.

Here are five ways to deliver exceptional Customer Experience in the digital age:

  • Be holistic – Review your current Customer Experience; it doesn’t start and stop with one phone call. It’s important to take a 360-degree view, including chat, social media, direct messages and beyond.
  • Respond immediately – To avoid customer frustration with misdirected calls, a unified communications and collaboration system can allow your agents and staff to collaborate on customer issues without leaving the call.
  • Consider IoT – Implementing IoT automated responses to certain triggers can prevent problems before they take place. For example, a customer’s air conditioning unit can signal your business when the unit is not running properly so you can arrange a tech visit. The customer can respond within their own messaging app.
  • Go beyond voice – When you’re looking at your own contact center, make sure you’re not relying too heavily on voice call metrics; factor in responses and workflows via alternative media.
  • Push for high availability – Your Customer Experience doesn’t stop when there is a disaster or system malfunction. Push for high availability by keeping a physical or virtual replication of your main contact center server.

Let’s talk about using new technology to boost your Customer Experience. Contact us today at (703) 321-3030 or info@tcicomm.com.