“By 2020, 60% of large organizations will try to design a customer engagement hub, yet only half of them will select the correct technologies to make it work.”

What are you going to do today to make a difference?  In your life? Personal, Professional, Philanthropic? Seriously, what are you going to do? What is the one thing that you will do today that will make everything else irrelevant?  Irrelevant is a strong word BUT it gets to the heart of achieving what's really important?  It helps you eliminate or ease all of the other miscellaneous, less important tasks that tend to monopolize our time, and ultimately hold us back from achieving our goals."

Wise contact center leaders know the importance of customer engagement, which generates vital goodwill and drives sales. As such, it’s essential that agents have access to all the tools they need to perform at the highest levels when dealing with customers. Companies invest in knowledge management, helpdesk solutions, call routing and other technology to streamline processes and enhance the customer encounter.

A caller’s experience with a company’s contact center can either make, or break, the customer relationship. Call center leaders appreciate the role a happy customer plays in building goodwill and eventually convert call into new business. To create an atmosphere of satisfaction and engagement, quick responses to questions and effective assistance with customer concerns are top priorities. Therefore, agents must perform promptly and efficiently.

The job of a contact center manager isn’t easy and it requires balancing of many competing business initiatives. First and foremost, customer engagement is a high priority. A pleasant encounter with a company’s call center goes a long way to establishing goodwill, so an agent must provide a vibrant, rewarding experience. Solving problems quickly and responding to questions with valuable information can also result in repeat business from satisfied customers. Still, productivity is of utmost importance for both experienced and newly trained agents. 

A company’s call center is vital to its customer support operations, so it’s critical to give agents the tools they need to provide premium, responsive service. As such, businesses invest in solutions like helpdesk software, call center scripting and customer experience management to enhance the encounter. However, technology has created certain problems even as it’s solving others. Disparate platforms make the agent’s job more difficult as they must access and navigate multiple tools to resolve customer issues. 

Proper customer experience management is one of the highest goals of a contact center, as the relationship with its customers is inherently valuable to a company. Achieving this objective requires call center leaders and agents to provide an engaging, helpful experience, whether by answering questions or solving customer problems. A rewarding encounter results in business goodwill and can generate new sales. Of course, companies must also be keep tabs on costs and productivity in the contact center. Managers must ensure agents perform satisfactorily and that new employees have proper training.  Technology, such as helpdesk software and call center scripts, is there to assist agents with the various tasks they must perform during a call. However, new problems arise with the disparate tools and applications: Many contact centers use up to 15 different solutions, each of which must be updated to reflect new data.