The Contact Center of the Future: Seven Tips for Success

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Tear down old IVR barriers.

"Old school" online self-service tools like FAQ pages and site search have traditionally done a poor job of helping customers find answers. As a result, most companies rely on interactive voice response (IVR) systems to manage the resulting call volumes. Unfortunately, the endless cascade of menu options on most IVRs drives customers crazy on their quest to reach a live agent. Organizations that finally get digital self-service right will see a drastic reduction in call center volume. This will allow them to enrich the live-channel experience, by removing the frustrating old IVR barriers that were originally intended to deflect calls.

Driven by the explosion in communication options and widespread customer acceptance of new digital self-service channels, the era of the traditional call center has well and truly passed. The call center is no longer the first port of call for consumers who want fast answers to simple questions.

Today's customers are increasingly using Web, social and mobile channels as their first contact point with businesses. Virtual agent technology provider IntelliResponse offers seven tips to help customer service leaders in the contact center, not just to avert death but to become a vital part of the multi-channel customer experience.

 

Related Topics : Business Structure, CRM Solutions, Enterprise Software, ROI, SugarCRM

 
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