Top 10 Tips On How To Improve Contact Centre Performance And Customer Experience

Understand your customer's needs and preferences to improve contact centre performance.

The customer service industry is currently facing many challenges, especially in the contact centre performance area. Lately contact centres had to adapt to new working environments whilst trying to keep up with new demands and soaring customer expectations. With the changing economy, contact centres must revise their financial situation and ensure that their processes are cost-effective.

Cloud-based communication platforms can solve many contact centres’ challenges. Cloud demand will undoubtedly shift due to these events with research showing that 93% of businesses have already adopted a multi-cloud strategy. VoiceSage’s cloud communication platform is not only cost-effective, but it also integrates easily and securely with existing business processes. The set up is quick and easy, so there is also no time or money wasted on tedious installation processes.

Consumers increasingly prefer digital self-service solutions versus calling into a contact centre. Self-serving options are not difficult to set up and can benefit the entire organization and customer base. We are actively helping customer service teams deliver enhanced customer interactions and self-service tools that reduce inbound call volumes, enhance customer experience and increase contact centre performance. Our proactive messaging solutions can reduce long customer journeys and eliminate the need to call by automating customer support effectively. You can achieve up to 65% reduction in inbound calls and up to 80% increase agent productivity.

Want to find out more? Download our top 10 contact centre performance tips when applied to an overall contact strategy that will have an immediate impact on improving contact performance and customer experience.