The 4 Functions Of The Cloud Contact Center Software That Facilitate The Customer Journey

The Customer Journey, is the collection of all the points of contact that a user has during an interaction with a company. It focuses on action, rather than feelings.

For the segment of travel they control, customer service centers using cloud contact center software have these factors covered: omnichannel routing, self-service tools, workforce engagement management applications, and reporting and analysis tools.

Function 1: Omnichannel Routing Facilitates Seamless Interactions

Customers want hassle-free “travel” when visiting a website, calling the call center, or communicating through different digital channels of a company. Omnichannel customer service allows users to move seamlessly through channels within the same transaction without barriers to slow them down. For example, they can switch from chat to phone without having to repeat their inquiry or submit their personal information a second time.

Users now expect omnichannel experiences, yet businesses still struggle to provide them. That is because it is not easy. It requires multiple applications working together to perform optimal omnichannel routing. These apps are part of the best cloud contact center software:

1) Automatic Call Distributor (ACD)

All call centers use an ACD, but not all support omnichannel routing. It takes an Automatic Call Distributor with a “very particular skill set” to comprehensively organize, prioritize and route contacts from all channels according to user-defined rules.

You have to train agents who work on multiple channels at the same time. This means, for example, that when an agent ends an incoming call, they can then be routed to a chat session and then work on the two emails they have in progress. It also enables you to personalize interactions and deliver a seamless experience – view history, such as phone and chat transcripts, which means customers don’t have to “start over” as they move through channels assistance. This also eliminates the need for agents to switch between multiple applications while helping their omnichannel customers because everything is on one desktop.

2) Interactive Voice Response (IVR)

Good cloud contact center software includes an IVR scripting application that can make omnichannel ACD even more effective by allowing businesses to create custom call flows. IVRs collect additional data from callers about the nature of their problems and pass the information to the ACD for a better match between customer and agent. For example, a customer may indicate in the IVR that they have a language preference, so now the ACD knows how to factor the language into the routing algorithm.

Also, in a custom app, a customer could press a link to call from the company website or mobile app and the IVR would recognize the incoming call and play a custom menu. Depending on the location and routing of the link, the IVR might even know what they were trying to accomplish online and further customize their menu options.

Function 2: Factors That Provide Good Customer Service

They are those who are involved in having a competent and dedicated force of agents: hiring practices, training, culture and trained supervisors. Additionally, organizations can use good cloud contact center software to engage, develop, and motivate agents and ensure there are enough employees working. These apps are classified as workforce engagement management tools and include:

1) Workforce Management

Workforce management software automates volume forecasting, agent scheduling, and intraday management. The forecast predicts the number and time of contacts in all channels throughout the Customer Journey. Scheduling ensures that there are enough agents to serve customers, and intraday management adjusts forecasts and schedules when there are peak calls.

2) Quality Management

The quality management applications found in good cloud contact center software help companies ensure that agents meet quality standards and receive the necessary training and support to correct and improve performance. This ensures customer satisfaction.

3) Performance Management

Performance management software enables agents to take control of their own results. Individual dashboards, available on agent desktops, provide visibility and transparency of performance against key metrics. The end goal is an agent workforce that strives for excellence and is motivated to help customers.

Function 3: Data-driven “Journey” Planning And Maintenance

There are many factors that go into having a competent and dedicated agent force: hiring practices, training, culture and capable supervisors, among others. Customer journeys need regular planning and management. Businesses that leave the CX up to chance risk the possibility of their customers taking a 180-degree turn that leads directly to a competitor.

Function 4: Analysis And Reporting Tools

They allow companies to understand what is happening during the Customer Journey and provide the necessary information to solve problems, remove barriers and optimize the experience. Tools like the following allow leaders to make data-driven decisions about where to focus their efforts:

a) Interaction Analysis

Interaction analysis tools use Artificial Intelligence (AI) to recognize human speech. This means that call centers can examine 100% of interactions (call recordings or digital transcripts) to identify customer sentiment on areas such as products, pricing, website experience, customer service, and quality. This enables organizations to identify and correct problems that are preventing customers from achieving their goals.

b) Customer Surveys

Customer survey tools allow organizations to keep up with what users think and feel. Good cloud contact center software includes these types of tools that allow customers to easily set up surveys to collect feedback on what they want to measure.

c) Operational Reports And Dashboards

Reports and dashboards let supervisors know if things are on the right track. Reporting tools make it easy for end users to customize their own reports. In addition, data export is simple and makes it easier for companies to consolidate all information from the customer journey for more comprehensive management. And the dashboards present key metrics in a way that makes it easy to identify issues that may be hampering the customer journey.

In conclusion, managing the Customer Journey correctly is an important component to be successful in CX.