Call Center Trends

What Your Contact Center Needs

Contact Centers
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Today’s contact centers require tools that improve their contact ratios and productivity, and consequently increase their revenue. 

Profitability is a key aspect in any business. In order to maximize it, companies must keep close control of their financial situation.

To that end, they must start by drawing up a budget that takes operating costs into account, namely those related to the implementation of software to manage operations. 

Predictive dialing is an essential tool in call centers; however, it fails to satisfy all the needs of contact centers, which are more likely to combine the features of different software providers (for instance, IVR, CRM, etc.).

Even though there are call centers that still use manual dialing, truth is they need technology to become more competitive; they need a platform for automating calls, saving time, and switching from analogue to digital phone lines without incurring great expense. 

Software Features

As mentioned before, it is advisable for companies to adopt software solutions that meet their every requirement, but first, they have to identify what is really necessary for their operation. 

To know what your contact center needs, you can ask yourself the following questions:

  • How many calls are made by day, week, and month?
  • What’s the average handle time of each call?
  • What’s my type of campaigns? Inbound, outbound, or blended?
  • How many staff members are required to set up and run the platform?
  • Are highly specialized teams required?
  • How much must I spend on training?
  • Is tech support supplied by the provider?

This series of questions can help you compare multiple providers and decide on the most suitable option. To get more tips on how to make the perfect contact center software choice, download this material. 

Contact Center

Telephony for Contact Centers

IP telephony works over the Internet. Nowadays the vast majority of contact centers use it, given that it allows to cut costs in terms of installation and resources, not to mention that it streamlines contact and communication.  

When adopting digital telephony, companies can build their infrastructure with greater ease and optimize their means for communicating with customers and staff members.

They can integrate agents from different branch offices into a single unified telephone network including advanced applications like IVR and other online contact channels. 

With this technology, calls can be dialed and received either through softphones or IP phones connected to computers. 

Telephony providers can offer different packages on a metered basis. They can also give preferential rates when their services are hired for a fixed period of time.

Researching on different suppliers comes in handy to choose the best option for your business. 

Nuxiba developed a service scheme where you get software licenses for free when paying for IP telephony. Considering that both of these resources are indispensable to contact centers, this is an opportunity you don’t want to miss. 

To learn more, click on the image below.

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4 thoughts on “What Your Contact Center Needs

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