Managed services for contact centers encompass a range of outsourced functions aimed at improving efficiency, scalability, and performance. By partnering with a managed services provider, businesses can offload critical tasks such as workforce management, technology maintenance, and customer service training to experienced professionals. This allows companies to focus on their core competencies while ensuring their contact center operates seamlessly.

Key Benefits of Managed Services:

🔹 Boost operational efficiency and reduce costs
🔹 Enhance customer satisfaction with expert support
🔹 Leverage cutting-edge technology and insights
🔹 Focus on your core business while we handle the rest

Managed services providers (MSP) are strategic partners highly skilled at designing, implementing, supporting, and managing your contact center technology. They are also trained to identify risks and opportunities.

An MSP offers a cost-effective alternative by leveraging its expertise to deliver superior services at a lower cost. This results in significant savings without compromising on quality. Scalability is another key advantage. As businesses grow, contact centers need to evolve and adapt. Managed services provide the flexibility to scale operations up or down based on demand, ensuring optimal resource utilization. This adaptability is crucial in handling seasonal spikes and unexpected surges in customer inquiries, ensuring a consistent customer experience.

There are multiple benefits to choosing to partner with an outsourcing technology expert, some of them being the optimization of your contact center performance and the immediate access to a wide range of specialist expertise.

How Collab can help you

Managing a contact center ecosystem is a complex matter – there are many factors to juggle and connect to get top efficiency. Thanks to Collab Support & Maintenance, companies can focus on their business – the nitty-gritty technological implementations, maintenance and configurations are performed by our team of experts. For more information, do not hesitate to get in touch.

Click here for more information about Managed Services by Collab.

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The importance of building meaningful connections with customers is key in customer service. To achieve this, human agents need to be at their best, focusing on personalized, empathetic interactions. Live agent assistance empowers agents by guiding them throughout each customer interaction. This tool not only enhances efficiency but also frees up valuable time for agents to develop deeper connections with customers.

Live Agent Assist operates as an intelligent co-pilot, offering real-time assistance and insights to agents. By leveraging advanced AI, this tool can analyze ongoing conversations and provide relevant information, suggested responses, and next-best actions. This ensures that agents always have the right data at their fingertips, eliminating the need to search through knowledge bases or consult multiple resources. The result? A smoother, more efficient interaction that allows agents to focus on what truly matters — the customer.

One of the key benefits of live agent assistance is the significant reduction in handling time for routine queries. By automating repetitive tasks and providing instant access to information, the tool enables agents to resolve issues more quickly. This efficiency translates into more time available for agents to engage in meaningful conversations, understanding the customer’s needs, and delivering personalized service.

Live Agent Assist enhances the quality of customer interactions. With real-time prompts and contextual recommendations, every agent can provide more accurate and relevant responses in each interaction, contributing to an improved consistency of the company’s message. This not only boosts customer satisfaction but also helps in building trust and creating a bond.

Live assistance is a game-changer in the realm of customer service. By streamlining your contact center processes and providing real-time support, your agents can dedicate more time and energy to fostering meaningful connections with customers.

This tool not only improves efficiency and accuracy but also enhances the overall CX, proving that the human touch, when supported by smart technology, is indeed irreplaceable.

EMPOWER YOUR AGENTS TODAY!

The post Live Agent Assistance: Empowering Agents to Build Meaningful Connections appeared first on Collab.

Not everyone on the team can handle every issue skillfully, which may sometimes lead to an unsatisfying and poor customer experience. Agent scripts have become essential tools for streamlining interactions and enhancing customer satisfaction. Here are five key benefits of using agent scripts in contact centers:

1. Consistency and Compliance

Agent scripts ensure that every customer interaction is handled consistently. By providing a standardized set of responses and guidelines, scripts help agents follow the company’s policies and regulatory requirements. This uniformity is particularly crucial in industries with stringent compliance standards, such as finance and healthcare, where deviations can result in significant legal and financial repercussions.

2. Enhanced Training and Onboarding

Customer service requires ongoing training, helping agents to practice their responses in a stress-free environment. Scripts act as a safety net, allowing new agents to confidently engage with customers while they become familiar with company protocols. This reduces the time and resources needed for training and enables new hires to become productive more quickly. As a result, the overall efficiency of the contact center improves.

3. Enhanced Customer Experience

A well-crafted script ensures that all relevant information is communicated effectively, leaving little room for misunderstandings. Scripts can be designed to include empathy-driven language, guiding agents to create more personalized and positive interactions. This not only resolves issues more effectively but also fosters a stronger emotional connection with customers, driving loyalty and satisfaction.

4. Improved Efficiency and Reduced Handling Time

Scripts help agents navigate calls more efficiently by providing clear pathways for different types of customer inquiries. This reduces the average handling time (AHT) as agents can quickly access the information they need without hesitation. Consequently, customers experience shorter wait times and faster resolutions, which enhances overall satisfaction.

5. Better Quality Assurance

Quality assurance teams benefit from scripts as they provide a benchmark against which to measure agent performance. By evaluating adherence to scripts, QA teams can identify areas where agents excel or need improvement. This data-driven approach facilitates targeted coaching and training, leading to continuous improvement in service quality.

How Collab can help you

Agent scripts are invaluable tools in contact centers, driving consistency, efficiency, and quality. By leveraging scripts, contact centers can enhance training, ensure compliance, and deliver superior customer experiences, ultimately contributing to the organization’s success. Agent Scripting, by Collab, allows the implementation of powerful scripts with different levels of complexity and the possibility to reuse some script blocks in different situations or campaigns. Want to know more? Download our brochure and reach out for a demo today!

The post 5 Benefits of Using Agent Scripts in Contact Centers appeared first on Collab.

Top 5 reasons to consider an omnichannel strategy

Most companies must agree that an omnichannel approach can contribute to better results, acting as a brand differentiator, and bringing the following benefits:

1. Enhanced Customer Experience

An omnichannel strategy ensures that customers can interact with your brand through their preferred channels, whether it’s phone, email, live chat, social media, or SMS. This flexibility allows customers to switch between channels without losing the context of their conversation, leading to a more cohesive and satisfying experience.

2. Increased Customer Loyalty and Retention

Providing a seamless and consistent customer experience across all channels helps build trust and loyalty. Customers are more likely to remain loyal to a brand that values their time and effort, resulting in higher retention rates. An omnichannel approach fosters stronger relationships by ensuring customers feel heard and valued, no matter how they choose to interact.

3. Improved Efficiency and Productivity

Integrating multiple communication channels into a single platform helps streamline operations within your contact center. Agents can manage all interactions from one interface, reducing the time spent switching between systems and enabling quicker resolutions. This efficiency not only enhances productivity but also reduces operational costs.

4. Better Data Collection and Analysis

An omnichannel strategy allows for comprehensive data collection across various customer touchpoints. This unified data can be analyzed to gain valuable insights into customer behavior, preferences, and pain points. By understanding these patterns, businesses can make informed decisions, tailor their services, and predict future trends.

5. Competitive Advantage

In a crowded market, an omnichannel strategy can set your business apart. Customers expect convenience and consistency, and companies that deliver this are more likely to stand out. By adopting an omnichannel approach, you position your brand as innovative and customer-centric, giving you a significant edge over competitors who may still rely on traditional, fragmented communication methods.

In conclusion, an omnichannel strategy is not just a trend but a necessity for modern contact centers. It enhances customer experience, boosts efficiency, provides valuable insights, increases loyalty, and offers a competitive advantage, making it a vital component of any successful business strategy.

How Collab can help you

Collab’s OneContact is a next-generation contact center software. A 360º solution that combines multiple communication channels: voice, video, e-mail, social media, and chat (WhatsApp, Facebook Messenger, and Bots), all in the same interface. You can download our brochure here, for more information.

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We are thrilled to announce that Collab will be sponsoring the upcoming CxSummit, taking place on June 6th, 2024, at the Leap Sete Rios in Lisbon. This event, organized by Media N9ve in partnership with Lab Experience, aims to discuss the latest trends and challenges in the relationship between companies and their customers.

The sessions will delve into the evolving world of CX, with discussion panels covering a wide range of topics, including the importance of CX, emerging technologies, and innovative strategies.

As a Premium Sponsor of CxSummit 2024, Collab is proud to present a keynote by Professor Aneesh Zutshi, titled “Leveraging AI for Superior Customer Service“. In this keynote, Professor Zutshi will explore the transformative impact of artificial intelligence on customer service. Professor Aneesh Zutshi will highlight emerging trends and innovative strategies, demonstrating how AI is revolutionizing business models and significantly enhancing customer experiences.

Collab will also participate in the discussion panel “Customer Experience at the Center of Digital Transformation“. Our CTO, José Luis Silva, will join other experts to discuss the central role of CX in digital transformation.

Mark your calendars for June 6th, 2024, and stay tuned for more updates. For detailed information about the event, follow the link below.

The post Join Collab at CxSummit 2024 appeared first on Collab.

In a basic call routing procedure, omnichannel routing (the contact distribution process) works just like routing calls in traditional call centers – except it includes more channels, such as e-mail, SMS, or video.

A contact center must choose its best call-assignment strategy: skills-based routing, most idle agent, most available agent, last agent routing, or cascade.

If your customers complain about having to go through multiple service reps before solving their queries, you should consider skills-based routing.

What is skills-based routing

Skills-based routing (SBR), or skills-based call routing, is a strategy used in call centers to allocate incoming calls to the most suitable agent, instead of simply choosing the next available agent. This system matches callers to agents based on required skills, such as language spoken or areas of expertise.

By providing information about your agents’ particular skill sets, you can define how customers should be routed to be matched with the most qualified agent for their particular need. This strategy ensures that customers feel valued and enables businesses to provide an exceptional service experience, thereby improving the customer experience.

Key benefits of skills-based routing

While improving customer experience is the most evident benefit, skills-based routing can also enhance internal workforce operations. Let’s take a closer look at the specific benefits:

Improve Customer Satisfaction

SBR ensures that customers are assisted by the right, skilled agent who has the appropriate tools and knowledge. Customer satisfaction increases when a contact center has a specialized team with exceptional skills. This guarantees that problems are handled by the most highly trained agents for the specific matter.

Increase First-Call Resolution

Skills-based routing finds the perfect match for your customer. Calls are distributed to agents with relevant skill sets, increasing their chances of solving issues on the first call. This enables call centers to reduce handling time and boost first-call resolution rates.

Reduce Agent Training

By identifying the relevant skills that a contact center agent already possesses and building a routing strategy around them, you can reduce the need for extensive training. This approach allows agents to focus on their strengths, leading to more efficient problem-solving.

Performance Management

Skills-based routing can also improve the performance and productivity of agents. Allowing agents to handle requests that align with their skills can reduce the average time spent with callers, enabling them to assist more people more efficiently.

How Collab can help you

The contact center software and its integration with CRM and business applications are essential for delivering exceptional customer experiences. At Collab, we offer a 360º contact center solution that combines multiple communication channels within a single interface.

Our OneContact platform provides several routing strategies built into its Intelligent Router. These strategies are immediately available, with no need to design specific routing scripts. One of the options provided is skills-based distribution.

The post Why choose skills-based routing appeared first on Collab.

OneContactCC 3.7 is now Citrix-Ready

OneContactCC 3.7 is now granted the certification to include Citrix in our system as to optimize the user experience. Citrix HDX delivers a high-definition experience to users of centralized applications and desktops, on any device and over any network, as well as HDX webcam video conferencing and webcam video compression.

About OneContact CC

OneContact is Collab’s contact center solution that combines multiple communication channels: voice, video, e-mail, social media and chat into one single interface. Know more by following this link.

Key Features & Benefits:

• Browser-Based
• Flexible and Scalable
• Customizable
• Secure
• Several deployment options (cloud, on-prem, hybrid)
• Powered by AI
• Intelligent routing
• Reports and analytics
• OneContact Flows
• Quality Monitoring with Speech Analytics
• …and much more!

The post Collab is Citrix Ready Validated appeared first on Collab.

(Note: this article is focused on inbound call centers)

1. AHT: Average Handle Time

Average Handle Time is the average duration of a single transaction, including hold time, talk time, and the related tasks that follow a call.

In the table below, we see what typically happens when someone calls to a customer service phone line and the respective KPIs.

AHT is a useful metric for assessing the efficiency of call agents as well as overall process effectiveness. Optimizing AHT can help in reducing costs and improving customer experience, but it’s important to balance AHT with quality service to avoid rushed interactions.

How can I optimize and reduce AHT?

To reduce AHT you should focus on: 

• Fast devices and good internet connection:
  This should be a priority in every call center – infrastructure must not affect performance or customers.
• Intuitive, unified platform for agents:
  If all the information is properly accessible and easily consulted, everything goes smoother and faster.
• Solid training:
  If agent training is good, the agents’ responses will be quick and convenient.
• Up-to-date, user-friendly Support Portal:
  Many customer questions can be answered in a FAQ, knowledge base or support portal. Redirecting customers to a webpage with the information they need is time-saving for both parties
• Intelligent Routing:
  By implementing this feature in a call center, AHT reduces and customer satisfaction increases because there’s no longer need to transfer the call or put it on hold.

2. FCR: First Call resolution

First Call Resolution is perhaps the most critical indicator of customer satisfaction and operational efficiency in a call center. FCR measures the percentage of calls that are resolved without the need for a follow-up.

A high FCR not only boosts customer satisfaction but also reduces operational costs by minimizing the number of repeat calls.

How to Improve FCR:

• Intuitive and advanced call center software:
  Agent routing capabilities, artificial intelligence and automation are all very useful to enhance every call flow and assure a higher FCR.
• Centralized Information:
  Agents must have a handy system that displays transversal services, like billing and technical support, without facing roadblocks.
• Identification of customer journeys and call routing:
  Common doubts and customer queries must be considered to predict the customer’s next steps. Call routing delivers each issue to the right agent.

3. NPS: Net Promoter Score

Net Promoter Score (NPS) measures customer loyalty and the likelihood of customers recommending your service to others.

NPS is determined by asking customers how likely they are to recommend the business on a scale from 0 to 10 and categorizing them into Promoters, Passives, and Detractors.

NPS is a powerful metric that complements CSAT by providing insights into the customer’s overall satisfaction and loyalty.

How can I improve call center NPS?

To improve NPS rate the best thing to do is to listen to the costumers and understand what can be improved.

Don’t forget that Promoters feedback is as valuable as detractors and passives. Mapping the strong and weak points can be a good start to draw a strategy for NPS improvement.

4. NBA: Next Best Action

Next Best Action is an advanced metric that leverages data analytics to suggest the optimal follow-up actions agents should take with a customer. This could include offering specific services, addressing potential issues proactively, or scheduling follow-up calls.

NBA helps personalize customer interactions, enhance satisfaction, and increase the likelihood of upselling and cross-selling.

How to implement and Measure the NBA:

Implementing and measuring NBA in a call center involves a series of strategic steps:

• Data Collection and Integration:
  Gather and unify data from multiple sources such as customer interactions, transaction histories, and digital behaviors to create a comprehensive view of each customer.

• Analytical Tools and Models:
  Use analytics and machine learning to analyze customer data and define decision rules that dictate the optimal actions based on customer profiles and behaviors.

• Technology Implementation:
  Deploy a robust CRM system or an analytics platform that supports real-time data processing and NBA capabilities.

• Operational Execution:
  Train agents to use these insights during customer interactions for real-time decision making, ensuring that actions are aligned with customer data insights.

• Performance Measurement:
  Establish key KPIs to measure the effectiveness of NBA strategies.

5. Abandon Rate

Abandon Rate tracks the percentage of callers who hang up before reaching an agent. This metric is crucial for understanding customer frustration and potential service issues.

A high abandon rate often indicates inadequate staffing or ineffective call routing, impacting customer satisfaction and retention negatively.

How to reduce Abandon rates:

Reducing the abandon rate in a call center is crucial for improving customer satisfaction and operational efficiency. Here are targeted strategies to effectively lower this rate:

• Optimize Staffing Levels:
  Ensure adequate staffing during peak hours using WFO to predict high traffic periods and schedule accordingly.

• Enhance Interactive Voice Response (IVR) System:
  Streamline the IVR process to make it more user-friendly.

• Implement Callback Technology:
  Offer callers the option to receive a callback instead of waiting in a queue.

• Monitor and Adjust Call Routing:
  Use data analytics to regularly review and optimize call routing rules.

• Train Agents Efficiently:
  Improve agent training on handling calls more efficiently to reduce call durations and manage queues better.

• Expand Self-Service Options:
  Enhance self-service capabilities through your website, mobile app, or voice responses to resolve common issues without needing to speak with an agent.

By closely monitoring these KPIs, call centers can refine their customer interaction strategies, improve service delivery, and better meet the needs of their clients. Regular assessment and adjustment based on these metrics facilitate a proactive approach to call center management, ultimately enhancing both customer loyalty and operational productivity.

> Click here to know more about OneContact DataStudio, the reporting and monitoring platform for all your contact center activities.

The post 5 Call Center KPIs That You Should be Tracking appeared first on Collab.

What is IVR?

When customers or prospects reach call centers, they’re first greeted with a prerecorded welcome message. This is when the IVR menu is presented to the caller. IVR promptly gives callers a series of options that will lead them to the right department. In case the needed category is not listed, the callers can choose to be transferred to a human agent.

Top benefits of IVR Technology

IVR systems allow customers to solve their issues or find information without the need for direct human interaction, leading to faster resolution times and increased satisfaction. AI integration takes this a step further by enabling more complex queries to be understood and addressed, providing a more natural and efficient interaction experience. Below, you can find the top benefits of IVR.

Efficient call routing

AI-enhanced IVR systems excel in understanding and processing customer requests through natural language processing. This capability allows for the accurate and efficient routing of calls to the appropriate department or agent, significantly reducing wait times and improving first-call resolution rates. This not only enhances customer satisfaction but also optimizes the workload distribution among agents.

Reduced calls and increased FCR

IVR instantly answers a customer call and directs it to the requested department through call routing. This reduces calls as customers are promptly served by the agent or department that best meets their needs. If there is no suitable option on the IVR menu for the customer to choose from, there is always the possibility to talk to an agent.

Directing calls to the more qualified staff will make it less likely for the call to be transferred to another agent, which significantly increases First Call Resolution (FCR).

Improved and personalized customer interactions

Reducing dropped calls and hang-ups by enriching the hold-on experience improves customer satisfaction – and IVR can help you with it. Interactive Voice Response came to transform the customer experience, providing an effective self-service tool. The system directs the call to the best agent to handle the query, improving productivity! You can add the most important guidelines to your IVR menu and be sure callers have the answers to all their questions. You can also rely on virtual assistants to make wait time announcements, manage IVR call-back requests, provide additional self-service tools, and assure availability 24/7.

AI-driven IVR systems can analyze customer data and past interactions to deliver personalized messages and solutions. This tailored approach not only improves customer satisfaction but also fosters loyalty by making customers feel valued and understood.

Improved agent performance

With AI-driven IVR systems handling routine inquiries and tasks, agents are freed up to concentrate on more complicated issues. This not only improves their efficiency but also contributes to higher job satisfaction as agents are engaged in more meaningful and challenging work. Additionally, the information collected by the IVR system during the initial interaction can be used to provide agents with valuable context before they even speak to the customer, further enhancing productivity.

Improved brand image

A positive brand image and good credibility are crucial to any business. Although sometimes hard to maintain due to a high volume of customers to assist, these can be greatly improved by IVR as it allows the resolution of the issues of inbound calls quickly and efficiently.

IVR systems offer significant benefits for businesses looking to improve their customer service, efficiency, and data analysis capabilities. The continuous advancements in AI technology promise even greater enhancements to IVR systems, making them an indispensable part of customer service strategies.

You may take a look at other articles that may be of interest to you:

> Top 3 reasons why customer service matters
> Why choose skills-based routing

The post 5 Top Benefits of IVR Technology appeared first on Collab.

“With this new platform, FlighSite has access to a cutting-edge CX solution and gains scalability and flexibility, easily adjusting resources to match demand during peak travel periods.”

Rian Bornman

Founding Director, FlightSite

FlightSite Success Case

Flightsite is Africa’s First Online Travel Agency based in Cape Town, South Africa, and serves thousands of travelers each month to book their holidays worldwide. It was looking for a new contact center solution to improve customer service scalability, flexibility, and cost-efficiency during peak travel periods. Read below for details on the FlightSite Success Case.

Challenges

Some of the challenges faced in this project were:

• Customer Expectations and Experience: Customers have high expectations regarding online travel bookings, including convenience, transparency, personalized recommendations, and excellent customer service. Meeting these expectations and providing a superior customer experience can be challenging.
• Technological Complexity: Online Travel Agencies (OTAs) heavily rely on robust and scalable technology platforms to handle high volumes of queries, process bookings, manage payments, and deliver a seamless user experience across multiple channels. Keeping up with technological advancements and maintaining a reliable and user friendly platform can be a significant challenge.
• Data Security and Privacy: OTAs handle sensitive customer data, including personal and financial information. It is crucial to ensure customer data’s security and privacy, and OTAs must invest in robust security measures and comply with data protection regulations, such as the General Data Protection Regulation (GDPR).

The Project

FlighSite has successfully implemented Collab’s cloudbased contact center solution, revolutionizing its customer service operations. With the new system, FlighSite has access to a cutting-edge CX solution and gains scalability and flexibility, easily adjusting resources to match demand during peak travel periods. The solution offers cost-efficiency by eliminating upfront hardware investments and providing a pay per-use model.

This cloud-based solution further provides comprehensive analytics and insights, enabling FlighSite to make datadriven decisions and continually enhance the customer experience.

Results

Moving to Collab’s cloud-based solution provided several benefits that positively impacted operations and customer service:

Scalability and Flexibility: A cloud based contact center allows FlighSite to scale up and down as needed. The flexibility to add or remove agents, phone lines, or channels is important for accommodating seasonal fluctuations, peak travel periods, and growth in a business.

Cost-Efficiency: Implementing Collab’s solution eliminated the need for large upfront investments in hardware and infrastructure.

Geographic Flexibility: Collab’s Cloud based contact center solution enables FlighSite to have agents working from anywhere with an internet connection. With this flexibility, staff can work remotely, and the company can operate in distributed teams, or access a larger talent pool.

Multi-Channel Support: Collab supports various communication channels such as voice calls, email, web chat, social media, and WhatsApp. This enables FlighSite to offer omnichannel customer support, allowing customers to interact through their preferred channels. It helps improve customer satisfaction and engagement by providing seamless experiences across different touchpoints.

Advanced Routing and Queuing: Collab offers intelligent routing capabilities to ensure customer inquiries are directed to the most appropriate agents or departments. They can route calls based on factors like language, skill set, customer history, or priority. Efficient call routing reduces customer wait times and improves first-call resolution rates.

Analytics and Insights: Collab provides detailed reporting and analytics features.

Cloud-based solutions enable FlighSite to provide cost-effective customer service as their business grows. By partnering with Collab, FlighSite can focus on providing an innovative travel portal while Collab handles all communication needs.

“FlighSite provides services to mobile, retail, and banking companies, and, from a service and compliance perspective, we have enjoyed a strong working relationship with 1Stream, who provides us with the Collab solution that meets all our clients’ requirements.

With this new platform, FlighSite has access to a cutting-edge CX solution and gains scalability and flexibility, easily adjusting resources to match demand during peak travel periods.”

Rian Bornman

Founding Director, FlightSite

Key Benefits

Omnichannel solution

Cost-Efficiency

Scalability & Flexibility

Intelligent Routing

Analytics & Insights

Download Case Study

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