Upon implementing the best contact center software, every business aims to increase productivity, while ensuring ROI. However, paying careful attention to a robust contact center strategy can reap lucrative rewards, as enterprise communication systems can be made to generate revenue through timely and strategic interactions with customers.
As businesses face tough competition owing to a rise in market saturation for even the most niche specialties, business leaders and entrepreneurs alike need to develop both a business model and CX strategy that will distinguish them from the rest, in the eyes of customers. A robust contact center is one out of many crucial components which can make this possible, as it can function as the base for building and serving great customer experience.
With customers now being spoilt for choice owing to an endless array of options, businesses can ideally stand out by offering what customers truly need - precisely, and at the right time. As a result, contact center intelligence can be integrated to derive data-driven insights, so teams are geared to make the right decisions when it comes to product development and customer service.
The Link Between Customer Experience and Your Contact Center
As the benefits of e contact center software spearhead its adoption, many businesses are still oblivious to the immense potential that these applications harbor, as they capitalize mainly on traditional phone calls to serve customers. In fact, the best contact center software and its corresponding strategy can significantly help improve customer service, while making businesses versatile enough to scale service volumes depending on demand.
Ultimately, this is the difference between a contact center vs call center. While the former offers omnichannel communication capabilities to agents over a single application, the latter is only able to support voice calls to resolve customer queries. As a result, contact center software can offer businesses so much more than a regular call center can, since it can facilitate customer experience that resonates with both new and existing customers at the same time.
However, a CRM and contact center integration can do more for customer experience, than a contact center application by itself. By integrating your contact center with your CRM system, sales teams can benefit from customer data that is generated through the contact center for their own outreach efforts. As data is populated into customer profiles, sales teams have prior contextual insight on what is relevant to each individual customer, so successive conversations can be had with greater perception, and based on said customer’s preferences.
By combining various communication components (which will most likely include other interdepartmental applications such as CRM, ERP, Business Intelligence and even Project Management) into your contact center strategy, your teams can deliver experiences that keep customers engaged - and thereby also positively impact your bottom line.
Using Contact Center Software to Build a Unified Communications (UC) System
A contact center system is necessary for enterprise Unified Communications (UC), without a doubt. By combining all the communication tools that various stakeholders use across the entire organization, UC ensures that no communication tool functions in a silo - and important data is always extracted from conversations for adding context and insight to everything from employee tasks to customer experience.
Unified Communications systems combine VoIP, CRM, Contact Center, Video Conferencing and even Project Management tools to build a holistic ecosystem where every employee, customer or stakeholder interaction is extended over to every relevant module. For example, a click-to-call button on a website or mobile app can activate a video conferencing application, which a contact center agent can then attend to, directly from their contact center console. Upon concluding the conversation, agents can add notes to the customer’s profile in the CRM system, so other agents as well as sales teams have access to this data, for future coordination and reference.
By creating a seamless flow of customer data across the organization, businesses can ensure no potential customers are missed through mindful and timely outreach efforts. Guided by useful notes and deep contextual insights which are both derived from data, your contact center can serve as the hub for handling customers efficiently, within the Unified Communications system. While sustaining the most important qualities of customer service with UC, your organization will also be able to maximize conversions and revenue, thereby making it an option that is lucrative and innovative at the same time.
How to Create a Revenue-Focused Contact Center Strategy for Your Business
Just like searching for the best contact center software, building a revenue-focused contact center strategy is an endeavor that will require discussions with relevant employees in your organization. By inviting multiple perspectives to offer feedback on what should constitute a truly profitable contact center strategy, business leaders can decide on how a contact center system can be customized to reflect revenue-focused business goals.
By speaking with your existing contact center vendor, you and your team can understand how revenue-focused strategies such as predictive insights and workflow automation can be integrated into your existing contact center system. Integrations such as contact center call recording software can also contribute towards a revenue-focused contact center strategy, as insights derived herein can help improve workforce productivity and retention.
As time goes by, it is important for your contact center software to grow with your business. Whether it’s a seasonal influx of customers or international customer service, your contact center software needs to be able to evolve accordingly. With the advent of cloud contact center solutions and SaaS, businesses can conveniently access contact center applications through a web-based interface, after paying for a monthly or annual subscription.
Requiring no purchase, configuration, storage and maintenance of physical equipment, your business will be able to scale its contact center by simply upgrading to a larger subscription whenever required - without having to worry about sourcing physical infrastructure. This way, your contact center strategy will focus on bringing revenue and building a unique customer experience - while also being easy on your business budget at the same time.