January 14, 2022

Customer Service Improvement Strategies: 5 Ways to Make Your Call or Contact Center into Your Brand Control Center

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Improving customer service in the contact center enhances customer experience.

Providing excellent customer service should always be one of the top priorities of any contact center. Generally, customers are contacting a company to either make a complaint or resolve an issue. Being representatives of the brand, agents have the opportunity to showcase company values and demonstrate how important customers are by helping them with these issues. 

When customers are happy with the service they’ve received then they are much more likely to continue to support the brand and continue purchasing their products or services. Research shows that 96% of people say that customer service plays a role in their choice of loyalty to a brand.

Ultimately the goal of any brand is to continue scaling their business, which requires access to customer support. 

And contact centers are busy places. Just in 2020, 58% of customers reached out to a customer service representative in the past month. This shows that agents need to be prepared to handle any situation and the contact center needs to be well organized. Being proactive about making sure the contact center is delivering exceptional customer service means going the extra mile.   

So here are 5 customer service improvement strategies.  

Invest in data integration with a CRM that puts the customer at the center of everything you do

Improve your customer service team by using CRM platforms to help to ensure the delivery of quality service with every transaction. A CRM platform will combine systems so an agent only has to access one place for the information they need and can better communicate with both colleagues and customers. 

LiveVox’s unified CRM will help you sync information across systems and make sure the customer is the main focus at all times. One of the key benefits of this product is providing access to all previous transactions so agents can save time and personalize the customer experience. It also eliminates the need to go back and forth between screens. 

A unified CRM is a building block for any customer service improvement strategy.

CRM platforms are also accessible from multiple devices, such as desktops, laptops, and mobile phones for added convenience. Customers who can more quickly get answers to their questions will more likely establish a lifelong relationship with the brand.

Take advantage of artificial intelligence for workforce and omnichannel optimization

Artificial intelligence has been greatly developed over the years and it is a good way to enhance the customer experience. Chatbots are one of the latest AI technologies that contact centers have started to put into effect. 

Chatbots can help cut down on customer service costs and deliver a more efficient system of answering basic questions. Once a chatbot can no longer answer questions a live agent can easily take over and help with more complicated issues.

Chatbots can offer 24/7 access, instant responses, and resolving complaints. It can also help reduce wait times, which always increases customer satisfaction. 

According to Accenture, artificial intelligence is predicted to increase profitability for businesses by 38% by 2035. It looks like artificial intelligence is not only here to stay, but will increasingly be incorporated into every aspect of businesses.

Proactively collect customer feedback in an automated way

Receiving customer feedback is key to a successful customer service team, and therefore a profitable business. After all, 77% of customers have a more favorable view of brands that ask for and accept customer feedback. Creating a feedback strategy and following through on collecting data and implementing changes is an important factor in improving a contact center. Some of the different methods you can use to collect feedback are:

  • Playback call recordings in training sessions
  • Assemble focus groups of agents and customers
  • Use speech analytics as a QM tool 
  • Keep an eye on third party review sites
  • Monitor online communities like social channels
  • Create customer feedback portals – a knowledge base is a great tool for this
  • Send CSAT surveys

Don’t just employ one method and consider that to be enough. Have multiple channels for customers to communicate their feedback. This gives more people the opportunity to contribute and provides you with more ideas on ways to elevate customer service across the board.

Unlock the voice of your customer with speech analytics.

Incorporate real-time customer feedback for ad hoc campaign updates

Having updated data and records for customers can make a difference in how well an agent comes across to customers. Many customers expect agents to know who they are, have access to information about their purchases, and much more when they contact a representative. 

By having systems that provide information in real-time, agents do not have to waste time collecting that data. Information can also be shared between departments, like sales, marketing, and research and development, keeping everyone updated on what they need to know. 

Incorporate real-time customer feedback for ad hoc campaign updates as part of a customer service improvement strategy.

Real-time information can help in cases where customers might have to go between agents. For example, if an agent has to transfer a customer to someone else who might be able to help more. Or in the case that a call happens to get dropped and a customer tries to connect again and gets another representative. Ultimately it lowers stress for agents who might feel too much pressure to meet expectations to lower call times and relieve customer frustrations over having to answer questions rather than receiving answers.

Use AI to create omnichannel experiences that anticipate, not just satisfy, needs 

The ultimate customer experience includes planning an omnichannel strategy. Streamlining all channels that customers interact with cuts down on response times and makes interactions easier on customers.

Companies that take initiative to personalize and improve customer experiences can see a 10-15% boost in sales conversion rates and an increase in employee engagement from 20-30%.

Businesses that incorporate an omnichannel experience create a conversation history that spans across every channel that the company uses. Customer data, like what is stored in their shopping carts, is included in what is shared between platforms. This allows for better conversations with agents because they can interact with customers on their preferred platform and quickly identify the customer.  
Research also shows that 9 out of 10 consumers want omnichannel services. So companies should be looking towards this to boost their contact with customers and level of service.

Lead generation: Customer contact strategies

Integrate prospecting channels with your CRM

Integrate communication with your CRM to  manage your leads effectively. Look for software that has built-in CRM integration or offers easy API plug-ins so you can connect disparate systems and start tracking your leads from first contact to conversion to close.

Layer automation for quick connects and greater efficiency

Automation is key for timely prospect engagement. 

Implement a software that offers cutting edge automation features, such as virtual agents or chatbots that can help qualify leads and even book appointments. This takes some of the workload off of your agents. CRM workflow optimization is also a great automation feature. It allows you to set up a campaign once – with specific triggers – and let them run on autopilot. An overwhelming 75% of businesses currently use marketing automation tools for lead generation.

Healthcare: Patient experience improvement strategies

Make the switch to digital

These days, contact centers can be custom-fit to your organization’s needs. Choosing a contact center platform that integrates with your Electronic Health Records (EHR) is key to a successful contact center experience for both the patient and the agent.

The most challenging part is transitioning and migrating that old on-premises legacy system to the cloud’s more modern platform, and getting buy-in can be like pulling teeth.

Many healthcare organizations are delaying the transition to more modern systems ROI on old legacy systems. You’re not alone if you deal with political barriers and doubtful stakeholders, including doctors, staff, and leadership. Understanding the benefits and features of a modern contact center and the strategy tips below will help you build a solid case for making the transition.

Use the data you do have wisely for the most relevant interactions

Some of the most common communication failures happen when a patient gets handed over from one medical caregiver to another who is not made aware of the patient’s condition. The cause might be the patient’s medical data isn’t updated or shared with the right people. 

But with the right contact center software, you can assist medical staff in making appointments, handling documents, sharing prescription information, and performing other patient-related activities. Integrating in real-time with EHR can make more informed communications between your patients and agents with the right platform.

Ensure patient data privacy & security

Make compliance a top priority to avoid costly settlements and corrective actions. For healthcare providers, addressing compliance and maintaining patient data security is essential.

HIPAA has been around for twenty years. It regulates the way member data is collected, utilized, and protected. Healthcare call center agents must learn to follow security protocols when interacting with members to be compliant. Livevox can simplify managing risk for HIPAA, TCPA, CTIA, CFPB, PCI, etc. Always be on top of quality and compliance, as 100% of interactions in your contact center can be automatically monitored, analyzed, and scored by advanced AI. Be promptly notified of regulatory risk, customer dissatisfaction, or anything important to your business.

Financial services: Customer service improvement strategies

Go omnichannel

By consolidating multiple channels into one omnichannel solution, you can save on communication costs. You can also route customers to the most appropriate channel for their needs, which can save on support costs. Reduce overall operational costs by lessening the need for multiple support channels and improving first contact resolution rates.

Iterate & refine campaigns

Leading omnichannel platforms make this easy with built-in analytics rooted in robust data capturing capabilities. Review your omnichannel performance on a regular basis and make adjustments as needed to optimize the customer experience.

Things change quickly in the world of financial services customer support, so it’s important to stay on top of trends and make sure your omnichannel strategy is always up-to-date.

By following these guidelines, you can be sure that you’ll be well on your way to providing an omnichannel experience that will delight your customers and help to improve your bottom line.

Offer self-service through chatbots

AI-enabled chatbots are an excellent alternative for those who prefer self-service over talking to live agents. Chatbots are designed to be able to operate essentially on their own, although they can escalate any complex issues to a customer service rep if and when needed. Much like IVRs, chatbots operate with Natural Language Processing (NLP) and machine learning, so they can process online chat conversations via text and improve as they continue to interact with people.

Streamline voice with Virtual Agents that get smarter over time

Virtual agent systems accept voice commands and are powered by AI technology, combining Natural Language Processing (NLP) and machine learning. This technology can recognize and understand full sentences and respond in turn, making for a more naturally flowing conversations with your customers.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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