Sometimes the pace of innovation in how we communicate with our customers is so fast we can feel like we’re falling behind.
It’s been a while since customers just want you to answer the phone.
They want to be connected, first time to the right person, they want to ‘talk’ by telephone, chat, text, or Twitter – and they want fast, consistent and exceptional service.
And that starts with your contact centre, right? The chances are that they need what you can’t give them. Multi-channel, first contact resolution and an experience that leaves them loyal to your brand.
And what you need you can’t get: real time analytics, the agility to scale and react quickly, and confidence that whatever comes your way – you’ll be OK. And maybe even better than OK.
That’s where we come in. We see all these changes as presenting a unique opportunity to leapfrog your competitors. To help you to become business brilliant.
How Cloud Contact Centres can make your Business Brilliant
A Cloud Contact Centre enables you to make a step change in the way you interact with your customers and transform your customer satisfaction.
By ensuring customers are connected to the right person, first time
Giving them the ability to connect with you through the channel of their choice
Empowering customers to find what they need through easy self-service
By cutting waiting times and being a provider customers are happy to call
With the added operational benefits of:
Rapid deployment and easy integration with existing infrastructure
The flexibility to create customer journeys that build loyalty
The whole organisation being able to play a part in delivering a great customer experience
Scalable and global
Greater insight into customer interaction and service delivery
Increased productivity and effectiveness of customer-facing staff
No capital expenditure, now or in the future
But you need a partner who puts your customers first
“My concerns around reduced visibility disappeared when I saw the real-time monitoring and historical reporting capabilities of the virtual contact centre. We not only have full visibility, we now deliver a much more impressive customer experience.”
Thistle Hotels – Winner of Comms National SME Contact Centre Solution 2015
The secret is that the technology is the easy bit. We know that almost everything is possible; the key is to understand what your customers expect and then select the right solution to make this come to life.
This makes us different. We start by understanding what you want to achieve for your customers. We identify what your organisation’s ambitions and goals are. Then we match you with the right solution, the one that simplifies your life and makes you brilliant in the eyes of your customers.
It’s why we are not tied to a single vendor. We are clear that some solutions are good in some areas and some are better in others. By keeping your options open we can find the best match every time. Whether that’s solutions from 8×8, Broadsoft or any other partner we aim to find the one that is most likely to make your business brilliant.
Buying Cloud Contact Centre – what is it and what should you expect?