When making choices about the products and services consumers purchase, they are increasingly value driven. When calling a company's contact center, one of the metrics customers use is the level of service they receive.
The issue that still remains is that when customers call a call center, their expectations and how businesses can meet these expectations are subjective.
When customers are trying to place an order or to obtain information about a business, they frequently have little patience with complicated telephone trees or being transferred from agent to agent. Many times, a business that uses outdated contact center technology will find that potential customers will just hang up before they’re directed to an agent.
On their first call to a business, customers want to have their questions answered correctly. Moreover, consumers want their calls handled in a fast and efficient manner. Thus, contact centers are changing to meet the ever-evolving needs of customers and businesses in order to meet the increased expectations of customers, as well as the need of businesses to do more with fewer resources.
Since many call centers use personnel located off-site, it also needs to meet the challenges of managing a remote workforce. And in order to remain viable in a highly competitive marketplace, call centers have to streamline its operations.
While meeting the needs of those with whom it makes contact, it has to find a way to manage the daily variability of call volume.
In order to meet the needs of the modern contact center, Premier Technologies’ Premier Contact Point provides a hosted contact solution. Without having to be transferred multiple times, this cost-effective service provides a means of directing calls to the agent who is best suited to meet the needs of the customer.
Unlike traditional PBX (News - Alert) systems, businesses choose this hosted contact solution since there is no need to purchase and maintain costly hardware. Simply put, all a contact center agent needs is a phone, PC and an Internet connection, which means the need for capital expenditure is minimal.
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