Contact Center

Contact Centers are critical and very strategic to organizations who sell products and services. It is the front door to the business and reinforces an organizations overall "Brand and Perception" in the marketplace.

In order to deliver a best-in-class experience, contact centers must segment their customer's and determine the best and most cost-effective ways to staff the contact center and adapt to customer's communication preferences.

In order to execute against these strategies, voice alone is no longer sufficient to support customers. Multiple channels of contact including voice, web, e-mail, instant messaging, fax, video and social networking are all useful to provide the best experience possible to all demographics accessing the contact center.

Recognizing the importance of balancing customer service, technology and costs, todays contact centers must consider some of the following technologies in order to stand apart from their competitors:

*ACD and Skills-Based Routing regardless of channel
*Real-Time and Historical Reporting to ensure targeted performance levels are being met
*Interactive Voice Response (IVR) and Self-Service to automate the delivery of customer care and provide support 7x24x365
*Proactive Contact and Predictive Dialing Solutions for maximum contact center efficiencies
*Workforce Optimization Tools including Call Recording, Quality Monitoring, Speech Analytics, Advanced Reporting and Agent Coaching and Training
*Computer Telephony Integration (CTI) for screen pops and integration into an organizations CRM and Business Applications
*Social Networking tools that allow an organization to proactively monitor and manage their brand in today's dynamic web-based culture
*Soft Agent applications that enable Contact Center Agents to work anywhere while delivering excellent customer care

With the right blend of people, process and technology, todays contact centers can provide superior customer care at significantly reduced costs. Just like our banks and financial institutions, customer's that are more strategic and profitable to our companies, should get the best support possible. However, less strategic customers should receive support that makes business sense, but more frequently are better served by non-human contact center agents based upon various cost-per-transaction metrics.

Just like banks that drive customers to web-based banking or ATM's, our companies must also find ways to offer superior support at reduced costs. Todays suite of contact center solutions enable these business strategies and enable growth and expansion without the need to over-staff the contact center.

ROI Networks can provide the necessary experience and consultation to evaluate your company’s business goals and objectives and recommend a solution to maximize the customer, agent, supervisor and executive experience. When effectively implemented, contact centers provide superior competitive advantages, improve productivity, improve customer satisfaction and attract and retain the most talented agents available. If you would like to learn more, simply call or e-mail us and we will provide the experience necessary to realize maximum benefits from your contact center investments.