Great Place to Work - Certified

6 Reasons to upgrade your existing Call Center Software


With the continuous involvement of the business environment, call centers are gaining huge importance. The explosion of the internet and advancement in communication technology has changed the way organizations are doing business. While many businesses prefer to outsource their call centers, some of them prefer to keep their operations in-house by using a customer call center software.

A good call center software system allows the agents to have a personalized interaction with every customer across multiple channels, thereby driving customer engagement to level par excellence. A call centre system software helps businesses in improving productivity and profitability to meet their overall goals of customer acquisition & retention.

However, with this changing trend, management needs to have closer scrutiny over the tools and software being used for customer interactions. Every customer interaction is important as it creates a vault for brand loyalty. Each interaction is considered as an opportunity to build a relationship. Thus, it is of utmost importance, that the customer interaction software being used is up to date and has all the trending features. This will ensure seamless and simplified interactions across all platforms. Why you should upgrade your existing customer call centre software?

Why you should upgrade your existing online call center software?

With the increasing competition, call center management practices have evolved a new type of transactions that needs complete automation with minimum human intervention. Customer expectations are continuously rising and accordingly fueling the demand for enhanced service levels. However, the personal skills of agents will remain the same; they will still need customer service skills along with a good call centre system software that suffices the need for smooth interaction. For this, call center managers need to ensure that the current call centre system software being used has all the latest features, if not so here are few reasons as to why managers need to upgrade their existing customer call center software with the latest technology:

State-of-the-art technology
Organizations can leverage their existing investments by upgrading the architecture. The advanced technology can include front and back office self-service, proactive engagement, and workforce optimization. Additionally, it can provide a platform for future development along with the adoption of the latest capabilities.

Webchat, SMS, Social media, and IM as Routed Media
With the latest technology available, agents have the option to leverage interactions through an omnichannel platform. This will help the agents in delivering effective and highly personalized engagements which in turn will help in earning brand advocates. With a single desktop for inbound and outbound voice, web chat, SMS, IM, and even social media, agents can have access to multiple interactions without having to switch screens. Also with the available omnichannel contact center solution, customers can connect to the most appropriate agent every time they call.

Enhanced Reporting and Analytics
Advanced technology includes the need for highly customized and enhanced reporting. In order to measure performance and improvement areas, managers need a real-time view of an agent’s performance. Analytics and reporting provide a large amount of data to process valuable insights on customer interactions, that can radically improve customer experience and enhance agent performance and satisfaction. These data can provide the right market analysis that will fundamentally change the way businesses are operating. Learn More

Graphical Workflow
It is very important to have an understanding of customer interaction, either through the self-service option or through an agent. The graphical workflow helps the agents in understanding how their customers are being served and which options are easily available to them for a better customer experience. Agents can have a graphical view of all the interactions taking place and thereafter can generate reports for building strategies to provide an awesome experience.

Business Tools Integration
Business Tool Integration is essential for organizations looking forward to building the next level of customer interactions. An effective and smart call center system software ensures seamless integration with other tools. Business tool integration provides agents with an overall view of customers available at multiple sources. This gives businesses an edge over competitors as they can spend less time concerned about the challenges of integration and more time and energy on driving new business.

Remote Agent Desktop
The Modern contact center software provides agents with an option to work from a remote location or home as well.  With this feature, agents will have the option to work during peak hours from their homes instead of doing extra shifts. This also allows contact centers to keep their most experienced staff available, with overall improved benefits like increased agent retention, higher quality staff and increased productivity.

These features are an added benefit for contact centers looking forward to building impeccable interaction journeys. So, this is the time to act and upgrade your call centre software solution.

If you think there are more compelling reasons to upgrade your existing setup, please mention it in the comment below.

Related: 5 Signs that Shout “You Need a Call Center Software!!”


Interesting Insights