On-Premise vs Cloud Contact Center Solutions

Posted by Guillaume Seynhaeve on Aug 8, 2014 10:10:00 AM

Today technology is at the center of any discussion regarding competitive advantage, sustainability, and growth. As it specifically relates to the contact center space, the ability to deliver and communicate with customers using the latest channels has never been more important.  And yet, despite the emphasis on offering the latest in customer communications, the vast majority of businesses are still basing their service delivery on old, inflexible, and costly premise-based solutions. Which begs the very obvious question, why? 

For one, while there is no denying that smartphones and the age of social media are quickly transforming the communication landscape, the tried and tested concept of calling-in is still not dead. In fact, 73% of customers still prefer to speak to a representative, which is far greater than those choosing to use Twitter to communicate at 22% (Forrester). And this shouldn’t come as a surprise when you consider the generational breakdown of today’s customers, from Baby Boomers (79 Million), to Generation X (52 Million), to Generation Y (75 Million), to Generation Z (Still growing); with every one listing the phone as a primary means of contact except for the last. So, yes, premise-based solutions are surviving by virtue of those generations, but the trend is quickly moving towards email, social, media, and web, so keeping to the old way of things may not be the wisest of strategies. At the very least, it will not support any long-term competitive advantage your company may otherwise have. 

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Topics: cloud based contact center, cloud based, call center, cloud based solution, contact center solution, cloud based call center, best business practices, employee retention, SaaS, customer satisfaction, first call resolution, On-Premise

Contact Centers and First Call Resolution

Posted by Rachel Brink on Jul 25, 2014 10:22:00 AM

According to a recent study, customer satisfaction ratings are 35-45% lower when a second call or interaction is required to address the same issue (Customer Relationship Metrics).  And with 82% of clients rating speed-of-service as one of the primary drivers behind their satisfaction ratings, with 45% abandoning transactions when expectations aren’t met (Forrester Research), the challenge facing contact centers seems fairly obvious.  Provide quality service fast.   So why is that contact centers still fail to address 32% of all incoming customer inquiries and concerns on the first go-around (SQM Group) despite the clear need to do so? 

One has only to consider his or her own experience with a sales or support representative to quickly list how the service could perhaps be improved.  Granted, not all customers are reasonable, nor can every inquiry be easily addressed in a single call or interaction.  However, if someone wants to upgrade their service, follow-up on a support ticket, discuss their bill, or review a possible purchase it shouldn’t be painful or difficult.  But for those of you who need a little more to justify the value of first call resolutions (FCR) then consider the following:

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Topics: customer service, contact center software, crm integration, customer support, best business practices, SaaS, IVR technology, employee satisfaction, customer satisfaction, first call resolution

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