How Omnichannel Call Center Solution Empower Agents?


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How Omnichannel Call Center Solution Empower Agents?


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There is a wide variety of call center solutions available in the market. Omnichannel call center solution is one of the software gaining a lot of popularity. It bestows multiple benefits to its users. One of the major advantages of using an omnichannel solution is increasing customer satisfaction. There are many articles written on the topic of how an omnichannel call center solution improves customer satisfaction. Thus, I am not going to add one more article in this list. Rather, I will write on another important topic, which is how it empowers agents, so they can improve customer satisfaction.

Let’s explore in detail, how an omnichannel call center solution empowers agents:

1. One dashboard, all communication channels

This software provides access to all communication channels on a single dashboard in a single window of a call center solution. This saves times and efforts otherwise wasted on juggling among different tools and software. Also, it gives a single view of a customer record to the agents.

2. Complete customer history

While having a conversation with a customer, agent should have a complete view of customer’s interaction with the company. This detail helps him provide better and personalized responses. This is the reason many call centers invest in call center CRM integration, so agents can see a complete record of the customer. An omnichannel call center solution also provides view of all interactions between customer and the company. Regardless of the fact, which channel he used in the past, agent can access all details. It helps him know customer better and provide even better services.

3. Reduced churn time

Omnichannel call center solution has many amazing features and multiple communication channels. These characteristics help agents to reduce churn time and increase productive hours. For example, live chat and WhatsApp messaging let agents chat with multiple customers or prospects in parallel. WhatsApp, SMS, email, and similar communication channels will have templates of messages for most common messages. This reduces the churn time to increase productive hours.

4. Better performance by using the right communication channel

For different types of communication, different types of channels are suitable. For example, to have a detailed discussion on the customer issue, voice call is perfect. To send instruction and acknowledgement, email communication is better. To send a quick update, SMS or WhatsApp message is more suitable. In traditional call centers, only voice calls are used, which somewhere restrict performance of agents. Omnichannel call center software provides all different modes of communication and as per the context and need, agent can use the right channel to communicate with a customer or prospect. This ultimately boosts performance of all agents.

Conclusion

Omnichannel call center software is an amazing tool for call centers. Along with unified communication features, it offers many more features to agents. These features are developed to empower agents, so they can work more productively. It also provides competitive edge, so you can enjoy multiple benefits. Thus, adopting omnichannel call center software will be a right move.

Author Bio

Author works in a company that offers unified solutions such as call center solution India, VICIDial customization, video conferencing solution, webcasting software, etc. The company also offers call center CRM integration and other services.


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