There’s a powerful case to be made for moving your contact center to Skype for Business (read more here). The IT department may want to move a contact center to Skype for Business to save costs and cure tech headaches. But what about the actual users of the contact center software?
The business users care about ease of use and functionality. They have a job to do, and when the tools get in the way of doing that – which is almost always the case with multiple systems – the users get frustrated and don't work efficiently. Providing a single, full-featured, simple-to-use collaboration platform makes life easier for everyone.
#1 – Collaboratively solving customer issues
Working together with other team members to meet the needs of the customer has always been tough in the traditional contact center. Conferencing in another resource was about all you could do in the past, and we all know how clunky and time-intensive that can be. With modern, collaboration-based unified communications tools, teams can solve customer needs faster, in easier ways than ever before. Screen sharing, video, and remote PC control are just some of the powerful options available.
With a collaborative contact center, external-facing agents can communicate with internal experts to assist customers rapidly and cost-effectively. For example, a major online university cut a response time for student services from 9 days to 15 minutes by deploying a contact center solution powered by Clarity Connect. Read the case study today.
#2 – Improve agent experience to boost customer satisfaction
Reducing the number of systems used by agents makes their experience better, which also improves customer satisfaction. For example, in some legacy systems, agents have to log on – and potentially manage – presence across multiple products (such as phone, chat and email presences). Alternately, agents may have a utility that updates the many systems on presence changes from one to the others. However, this can create situations where one modality, product or feature sends interactions, but hasn't updated the others, and users get too many interactions sent to them because the right hand isn't aware of what the left is doing yet. This creates stress for agents and takes attention away from the customer.
In addition, when multiple programs are being used to manage different channels, the interaction sometimes doesn’t go smoothly. For example, the email system may not know the agent is already on a call and has two chats, and if the system doesn’t manage these interactions seamlessly the agent can easily get overwhelmed. A single omni-channel system doesn't cause this pain, and enables control of how many of each type of session an agent can handle simultaneously. Wouldn’t you rather your agents be actively managing your customers instead of their systems?
#2 b – Reduce training and turnover costs
Contact center managers constantly battle training and turnover costs. One easy way to improve on-boarding for agents and to retain them is to simplify the toolset. By consolidating to Skype for Business you reduce the number of systems the agent needs to be trained on. It also is a familiar interface to many prospective agents, speeding up the time needed to train new agents. Reducing training time also reduces costs by making agents available to take calls sooner.
#3 – More ways to interact with customers
People use more communication channels than ever: IM, calls, email, Web chat, Facebook Messenger, and more. The contact center needs to adapt to this change and enable the agent to manage these communications from a single interface.
Skype for Business was designed from the start as a powerful, enterprise-grade UC platform. Extending its capabilities with a contact center platform makes perfect sense.
Want to learn more? Read our free white paper “Why Skype for Business is a natural fit for the contact center.”