Transform your contact centre through technology

Transform your contact centre through technology

20th July 2023

By Connect Assist

 

Running a contact centre is no easy task, especially when you’re experiencing peaks in call volumes. But fear not, we’ve got some tips up our sleeve that can transform your contact centre through technology and help boost efficiencies for both your service users and front-end advisors. At Connect Assist, we’re big fans of using technology to help streamline your customer journey and operational process, so let’s dive straight into the ever-evolving world of digital solutions and see how they can save the day! 

Oracle Intelligent Advisor and Oracle Digital Assistant: Your call-conquering sidekicks

 

Imagine having super-smart bots by your side, ready to handle repetitive inquiries, allowing your human agents to tackle the more challenging and complex queries. With Oracle Intelligent Advisor and Oracle Digital Assistant, you can do just that. These AI-powered heroes can-efficiently manage up to 80% of routine customer inquiries without human intervention. That means your agents can focus on delivering quality customer service, while your customers get speedy responses.  

CX Journey Mapping: Chart your path to success

 

We’ve got a secret weapon CX Journey Mapping. It’s like having a treasure map to uncover areas of service that might be causing a pinch point for service users. By mapping out the customer journey, you’ll discover where self-service options can be introduced, saving your customers from making unnecessary calls. Fewer calls mean happier customers and less stress for your advisors.  

Live Chat: Instant support at your fingertips

 

Need a fast and friendly way to assist your customers in real-time? Enter live chat, the champion of customer support channels. Recent studies have shown customer preference to live chat, compared to email or social media. By implementing our live chat solution, you can increase customer engagement and accessibility by providing an instant digital response channel. Live chat operator services are the modern-day solution to being on hold and provide the ability to deal with high levels of inquiry, without compromising personnel capacity. 

You also could staff your live chat with human advisors, digital assistants, or a combination of both. 

Interactive Voice Response (IVR) systems: streamline your call handling

 

Interactive Voice Response systems can guide service users through a menu of options, helping them find answers to their questions or directing them to the right department. This automated hero reduces wait times, improves call routing accuracy, and keeps everyone happy. Your advisors will thank you for sparing them from those mundane calls! 

Outsource your helpline: your complete tech task force

 

Nearly 60% of consumers say that long hold times are one of the most frustrating parts of the customer experience. By outsourcing your helpline to experts who can expand your capacity and utilise all the wonderful tech mentioned above, you’ll be improving call handling efficiency, and offering diverse communication channels to conquer the challenges of high call volumes with ease. So, embrace the power of outsourcing and cutting-edge technology, and watch your contact centre become the ultimate task force of customer support. 

Let us transform your contact centre

 

It’s evident that transforming your contact centre through technology is a game-changer in today’s digital age. By adapting to the latest technological advancements, you can streamline your operations, enhance customer experiences and transform your contact centre into a lean, mean, call-busting machine.  

At Connect Assist, we understand the need for innovation and provide tailored solutions to transform your contact centre. Get in touch with us today and take the first step toward a more streamlined and customer-centric contact centre experience with our services. 


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