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Madrid, December 7, 2022.-
An optimal contact center service is essential to achieve excellence in the customer experience. Buyer satisfaction is vital for our service or product to position itself in an ultra-competitive market.
Currently, contact center services are built under the premise of multichannel. The client talks with our company from different technologies: telephone, mobile, chat, messaging applications, contact forms or social networks. The necessary infrastructure is complex and expensive. For this reason, the trend in large companies is to separate the technological section, which is entrusted to leading providers of contact centers as a service (CCaaS), from the sales force. Thus, the brand can focus on the core of its activity (selling its product or service), leaving all the complex technology of customer relations to a trusted partner.
What a good contact center solution should have
These are the main aspects that a contact center should cover:
Cloud and software as a service
Cloud management has revolutionized the activity of all companies with a large technological component, as in our case is the contact center. The infrastructure has been greatly simplified for the user, both in terms of hardware and software. Now, the applications are executed in the cloud and remotely, and it is not necessary to have complex equipment at the headquarters (data and telephony centers, backups, routers, etc.). Access occurs from anywhere in the world and with any device connected to the internet: computer, tablet or mobile.
On the other hand, it is also necessary to optimize costs. The initial investment of all these technologies have excessive prices. What has been imposed is that the user company is not the owner of the necessary infrastructure, but pays for its use (software as a service), so it always has the most up-to-date technology and in exchange for a fee, which, ideally, is You should pay flexibly, modulating the number of licenses based on users. In this way, great savings are achieved, since the payment for licenses adapts to the peaks of our sales force.
Workforce management
A contact center must include workforce management (company workforce management, WFM). Workforce management is the ideal management technique adapted to the reality of companies that are intensive in human capital, as occurs in a sales department or in a contact center of a large company. In companies as complex as this, it is essential to have the appropriate computer tools for this. The integration of WFM solutions is vital, since you have to organize shifts efficiently, relate geographically dispersed work teams, have the right staff to respond effectively to user questions (specialization), control schedules and the accumulation of tasks in periods of strong demand.
Success-oriented planning and high value-added solutions
A good CCaaS provider plans and designs the technical implementation that our company needs. The technology is oriented to the effective response to our clients:
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