Blog and News

15 August 2022

Key Technology Tools to Boost Contact Center Performance

Technology advancement has an impact on many industries, including contact center services. Contact centers now rely on various technological tools to meet the growing customer demand. Contact center agents can expand the scope of support by creating customer experiences across platforms such as e-mail, text messaging, social media, and e-commerce. Technology is important for the operation of a successful contact center. Then, what technologies must or should a contact center service have to boost contact center performance?

Contact Center Technologies

A company’s requirements determine the answer. It is determined by the purpose, channels used, and location of the contact center. Contact center management can be simple in operations, but it can also be highly complex and technologically advanced. A contact center can use a wide range of advanced technologies, systems, tools, and applications. The challenge is selecting the right technology, correctly implementing it, and then maximizing it. The company’s contact center must immediately implement the following technologies to boost contact center performance:

  1. Unified Communication

Unified communication technology will make it easier for contact center agents to connect customers with experts in problem-solving fields who may be located elsewhere. Another benefit is the ability to communicate with employees via text messages, audio, and video, as well as face key clients or projects with a single click.

  1. Omnichannel

Customers today expect to be able to communicate with contact center agents through a variety of personalized channels. Omnichannel communication is beneficial in situations like this one for meeting customers’ needs. This technology can connect customers to the service delivery standards they desire. It is possible to centralize and optimize customer interactions with contact center agents.

  1. Workforce Management

Workforce management predicts the number of phone calls and other interactions, such as e-mail and chat. This technology can help contact center managers manage the optimal number of agents to meet the company’s needs while taking rest time, training, vacation plans, leave, and the contact center agents themselves into account. In essence, workforce management can determine how many agents must be automatically hired to service all existing customers.

  1. Analytic Tools

Speech analytics and text analytics are analytical tools that can be used to improve the performance of contact center agents. By analyzing telephone calls, speech analytics can be used to improve contact center call services. Speech analytics is the process of listening to customer interactions in order to analyze and extract insights that would otherwise be lost or missed through manual analysis.

Meanwhile, text analytics extract insights from unstructured data in text-based documents and interactions across multiple digital channels. Allow contact center agents to analyze, generate reports, and make decisions for each voice and text interaction.

Almost every industry now has contact center services as part of its efforts to support customer service. The use of technology in the contact center enables contact center agents to retrieve information, enter data, and complete other complex tasks more efficiently, significantly increasing the company’s productivity and efficiency and also boosting contact center performance. Companies can thus optimize their contact center processes while improving their business operations and customer experience. PhinCon provides IT consulting. This Phintraco Group subsidiary offers contact centers a variety of technology solutions, including the four solutions mentioned above.

Contact us at [email protected] for more information on the technology that must be implemented in the company’s contact center.




Related Article:

Implement Omnichannel in Contact Center to Improve Customer Experience


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