Lowering Costs While Improving CX

How do I lower costs in my contact center?

Ask any contact center leader what keeps them up at night, and you will hear stories about an almost impossible balancing act.

You need to drive cost down without hurting customer service, lowering employee morale or creating compliance problems. You can’t be overstaffed, understaffed or poorly trained.

If that wasn’t enough, your customers demand that you value their time and give them the right answer.

We get it. We’ve helped thousands of leading brands and small businesses navigate these problems and win.

How do I prepare my agents to answer a wider range of customer questions?

Do your customers feel like they know more about your products than your call center agents?  With each new product, acquisition or location, it gets harder to answer increasingly complex customer questions.

You need to:

• Train employees – Can you deliver just-in-time or in-the-moment training?
• Provide automated helping hands – Can you provide real-time prompts to agents based on the conversation to help with their hard and soft skills?
• Help employees find answers – Do employees have a reliable source of answers at their fingertips?
• Manage quality – Can you listen to 100 percent of calls to quickly course correct, introduce new training or modify inefficient processes?

When your agents answer questions correctly the first time, you can lower your costs, improve retention and elevate CX.

Connecting performance, quality, and training helps make your agents more productive. Improving time to productivity helps lower costs and improves employee retention.

How do I avoid compliance penalties?

Most businesses are subject to at least one external regulation that governs data usage. The fines, reputational damage, and disruption to business that can follow a breach of those regulations can be substantial. But the resources needed to manage, control, retrieve and analyze the data required for compliance, can also be significant.

You need to:

• Build a culture of compliance – Are you making meeting internal and external regulatory requirements another component of your customer engagement strategy?
• Maintain and police procedures – Can you avoid non-compliance or deal with compliance issues quickly and effectively?
• Ensure data security – How do you keep data secure while making it easy to find, retrieve and analyze if required for audit and compliance purposes?

Taking a holistic approach to your compliance requirements, incorporating automated quality and operational assurance, secure data storage and retrieval, and sophisticated analysis tools can help you alleviate the compliance burden and turn regulatory adherence from pain to gain.