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Contact Centers 101… Understanding the Basics So Your Business Won’t Miss Out

The contact center world of 2022 is filled with business opportunities and the chance to better meet your diversifying customer needs. Worried you might be missing out? Don’t be. Below, we formally open the doors to the contact center world and invite you to confidently step inside.

Why Does Your Organization Need Contact Center Technology?

If your organization handles and manages daily phone calls, then you can benefit from new contact center technology that can quickly and efficiently route calls, spot calling trends, and build an effective overall team.

Call center technology can accelerate reaching customer experience goals set by the managers and decision-makers of your organization – from increasing first call resolution to honing your tracking and reporting intelligence.

What Kind of Call Center Technology is Out There?

There’s a wide spectrum of call center solutions available to help maximize your business operations. The first step in determining which technology is ideally suited for your business is determining the size and classification of your contact center.

For example, are you a small business and just getting started exploring your options, or do you already run a small but “full-fledged” contact center? Are you an enterprise-class contact center? Establishing your requirements leads to the end goal – investing in the right technology to take you there.

Today’s call center solutions can cover all of the bases – from driving productivity to streamlining operations, to simplifying tool management, to call bursting for handling sporadic high call volumes. A sampling of customized contact center solutions available include…

  • Contact Center Enterprise provides a powerful toolbox of applications to transform dated, voice-only call centers into an omnichannel customer experience.
  • Cloud-based Contact Center services offer a multi-channel interaction center for the way customers communicate today. 4 Minute Video Demo: MiContact Center Business – Customer & Agent Experience
  • Boosting your team’s performance with Workforce Optimization applications and tools. Learn more
  • Proactively reach your customers and prospects with Outbound contacts to improve loyalty and uncover new revenue opportunities.

The contact center world isn’t so scary once you take that first step inside. Take the next step with TCI. Contact us today at (703) 321-3030 or info@tcicomm.com.

 

Are You Getting the Full Value Out of Your CRM Platform?

Getting the most out of your CRM requires that you integrate it with your Business Voice applications. Almost all of the popular CRM services on the market seamlessly integrate with Mitel’s systems. Using a customized CRM? Our experienced development team can bring your customer data, phone system and call center together.

When your CRM is integrated with Mitel’s MiVoice or MiContact Center, for example, the contact’s personal details can be set to pop-up on your phone or computer screen. Imagine how much time will be saved when your people don’t need to search for important information like customer preferences and details on past transactions.

Enhanced call functionality like click-to-dial, automated call logging, intelligent dialing, and screen pops and transfer can all be enabled and integrated with your customer data.

Bringing CRM and Voice together makes every employee and contact center agent in your business significantly more productive, while improving the calling experience for your customers.

Let’s talk about connecting your CRM to your phone system and contact center. Contact TCI today: (703) 321-3030 or info@tcicomm.com.