The Social Enterprise – which is the theme of this year’s Dreamforce – is all about using technology to connect with customers in a meaningful way. But achieving this can be tricky, and many companies simply react to a situation and usually in an impersonal fashion. There is, however, a better way: initiating proactive, relevant discussions with customers that will create a satisfying outcome and ultimately build customer devotion.
So how does a company get there? Five9 has found that leading companies can improve their customers’ experience by using technology to leverage the talents of contact center agents in a blended inbound and outbound call process. In the past, this has been difficult, due to the limitations of call center technologies, but here is how things have changed:
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Cloud-based technology – The more sophisticated cloud technologies have delivered a completely blended solution, on a single platform, delivered with no hardware and no software. New solutions in cloud computing have removed the complexity of contact center infrastructure that was unaffordable for small business, and a major maintenance money pit for larger enterprises. These solutions scale with your business, whether seasonally or through business adjustments.
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Agent productivity tools – With the success of cloud computing in both CRM and contact center infrastructure, the agent desktop has become more efficient than ever. Salesforce.com has designed the Service Console for process efficiency, and contact center solutions are ensuring the right agent is responding every time, at the right time, in a blended environment.
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Agent deployment models – Agent deployment models have changed dramatically over the past few years, and now include at-home, outsourced and insourced agents. With the availability of contact center infrastructure in the cloud, companies are able to experiment with the right mix of agents, and at the end of the day, have the confidence that they are using the best talent to deliver customer success.
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Agent skills – The International Customer Management Institute, ICMI, recently conducted a very informative survey on blending agents and found that companies had a great deal of confidence in providing their agents with more customer talk time. Whether sales or customer service agents, their customer phone skills could be easily leveraged for blended processes.
Now is an ideal time to evaluate your processes for your contact center agents and get creative with a new customer experience. Improve your responsiveness with cloud solutions, focus on improving agent productivity, and investigate the agent deployment model that fits your company. Become the social enterprise you have heard so much about, and leverage the success of your contact center agents to build greater customer satisfaction.
Five9 is proud to be participating in Dreamforce this year with such an innovative partner as Bluewolf, helping organizations of every size navigate their transformation using cloud-based and social technologies.
