Call Center Technology Solutions
Customer Service Technology Consultants
Ready to make better use of customer service technologies?
What We Can Achieve Together
Improve CSAT by 45%
When CRM integrates computer telephony, applies call routing best practices, implements workflows to optimize case management and uses real-time analytics to surface and resolve variances, average handling time (AHT) is improved by 60%, speed of answer (SoA) by 27%, first contact resolution (FCR) by 31% and customer satisfaction (CSAT) by 45%.
Lower Cost to Serve by 90%
Self-service apps increase customer satisfaction and decrease cost to serve.
Gartner research shows that live support channels such as telephone, webchat and email cost an average of $8.01 per contact, while self-service channels on the company website or a mobile app cost an average $0.10 per contact.
Improve Agent Productivity by 7%
When call centers apply the best combinations of call routing methods and technologies, the contact center increases agent productivity by 5 to 7% and lowers costs by 2 to 4%.
The improvements go even higher when integrated to CRM and using Artificial Intelligence.
These are just a few examples of how customer service software can drive significant improvements to customer satisfaction while lowering cost to serve.
A Better Way
Technology brings automation, information and scale to customer support operations. Technology is the facilitator for consistent delivery, the replacement for manual labor, the process automation to improve the agent experience and the top tool to achieve cost savings.
Maximizing technology for agent, customer and business outcomes is best done pursuant to a 3 phase journey.
Basic contact center technologies perform operational activities such as call routing, case management, customer satisfaction (CSAT) surveys and performance reporting.
Better use of contact center technology achieves more significant customer goals and business impact. That may include more sophisticated apps such as Voice of the Customer, omni-channel support, chatbots, virtual agents and speech analytics. These technologies drive sharp improvements to agent productivity and the customer experience. They also deliver sustained performance advantages.
The best use of technology goes a step further to deliver differentiation and competitive advantage. That may include technologies such as AI-fused virtual agents, self-service over social channels, interactive dashboards, predictive analytics and end to end system integration.
At this level the software steps up to deliver better ease of use, an intuitive user interface, a rewarding user experience, dynamic process automation and contextually delivered business intelligence.
Agents now spend less time entering data and more time engaging customers. The technology now drives significant and sustained increases to customer purchases, customer share, customer lifetime value and retention.
When done correctly, technology achieves what can mistakenly seem like opposing goals of delivering the highest customer satisfaction and the lowest cost to serve.
Getting More Value from Customer Service Technology is What We Do
We help clients make better use of contact center technology in ways that immediately improve the agent experience and customer experience while simultaneously lowering cost to serve.
Our repeatable methods, best practices and acceleration tools bring proven techniques to achieve predictable outcomes. Our purpose-built analytics bring visibility and predictability to progress and forecasted results. And our contact center consultant specialists tie it all together.
To de-risk our programs, we round out our services with program management, organizational change management and governance oversight.
Better Use of Call Center Technology Starts Here
If you are looking to apply technology to improve customer service and lower cost to serve, we have some options.
Visit the Customer Service Insights Hub for expert recommendations, best practices, research findings and innovative technologies.
Or for professional help, schedule an introductory call with a contact center consultant using the form below.