There’s an old saying about customer service: fast, good or cheap. You can get good and fast service, but it won’t be cheap. You can get cheap and fast service, but it won’t be good. Or you can get good, cheap service, but it won’t be fast.
While there might have been a day when this saying actually held true, ask any contact center leader today and they’ll tell you plain and simple: in today’s competitive and service-oriented business environment, you cannot survive if you ask your customers to make such a decision.
Instead, your contact center must be fast, the service must be great and you’ve got to make it work within a constrained budget. Fortunately, there are plenty of innovative contact center solutions available today that will empower you to do just that.
Faster service with advanced autonomous features
Even though we have so many technological tools at our disposal, we still seem busier than ever before. As a result, consumers expect customer service issues to be resolved quickly. By introducing advanced IVR solutions, deploying chatbots to social channels and empowering customers with SMS messaging, you can give them real-time service wherever they happen to be. The added benefit is that your other agents will be freed up enough to respond more quickly to complex inquiries too.
Better service through metrics and coaching
Giving your customers better service means putting in the time to train your agents. By adding contact center software that gives your agents access to metric scorecards, automated coaching and eLearning courses, you can ensure that all your agents continue to improve on the job without having to sacrifice your own workflow to oversee it.
Cost control with cloud-based solutions
You’re not charging your customers for their inquiries, so the only way to make your service cheaper is to gain better control over the costs you incur within your contact center. Cutting-edge cloud-based contact center solutions will enable you to cut the cord with any legacy hardware. This will free you up from costly repairs and maintenance, as well as reduce your IT costs by applying automatic software and security updates.
Good, fast or cheap. While this kind of saying might have held weight at some point in time, there’s no longer any reason to make your customers pick—they can have it all.
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