Smaller businesses never have the exact amount of resources required to optimally run their business. From finding new customers – by increasing overall market awareness of your offerings – to dealing with and maintaining a proper relationship with them by keeping them abreast of new developments, offers, and services – Small Businesses need to manage the use of resources as efficiently and effectively as possible. Something to consider is automation. It can be the key to being profitable and enabling your business to grow as quickly as you would like… on your terms. Advanced technologies simplify and accelerate your ability to reach those prospects and customers, by using Artificial Intelligence (AI) to determine what they need and expect, which can be the key to increased success. The optimal approach is to selectively add the capabilities that can help you now, while developing the customer information that has the potential to further propel your success in the future.
At its most basic level, a Contact Center focused on delivering value to small businesses should enable them to offer outstanding service across all channels to every customer ensuring an opportunity to get through to the right person, with the right information, resolving their issue the first time.
Deliver excellent customer service to your external or internal customers requires a fully-featured, integrated solution that empowers your team to meet every need. Whether you see your team as a small contact center, a call center, or a help desk, your business requires the right tools to manage call distribution equitably and to efficiently deliver calls to the person who has the appropriate skills, or authority, to resolve the customer’s issue.
A small business focused solution should be modular, which can scale upwards from five agents, while optimizing customer engagement, agent empowerment, and management. A modular approach will enable small businesses to pick and mix the functions they need to build the solution that suits their needs, not just for managing the customer engagement experience, but for easily adding functionality if, when and how required.
Attendant consoles, AI-enabled self-service, IVR solutions, omnichannel communications queuing and skills-based routing, inbound and outbound campaign management, agent reporting, agent performance evaluation and scorecards, call-recording, regulatory compliance tools.