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Prepare Your Contact Center for the Future of Communications

CommPeak Blog

March 10, 2021

The primary issues that once confronted the 20th-century contact center have been assuaged. However, the future is approaching faster than ever expected. The VoIP industry focus has started to switch away from cost-reduction and turn more towards leverage maximization. To keep up with the reorientation and maintain a competitive edge, call centers must plan accordingly. 

Future Focus 1: More Emphasis on Positive Customer Experiences

Although the precise data vary, researchers generally agree a positive customer experience significantly influences consumer choices. Worldwide, 96% of consumers have said that customer service quality plays a significant factor when deciding where to spend their money. One study found that 86% of buyers are willing to pay more for a great customer experience. 

How to Prepare

Choose a communication service provider that can better match agents with leads and customers. The compatibility between the two heavily influences the probability of delivering excellent customer service and, thus, closing sales. The more highly a contact center can specify the matching configurations, the more chances the lead and agents will be adequately matched. 

The CommPeak Solution: Important Leads Always Reach the Most Effective Agents

The CommPeak Dialer is easy to program for contact centers that want to guarantee the right leads get to the right agents. Our Dialer can distribute every lead based on agent skill, spoken language(s), and other criteria built around your unique business logic. 

As one CommPeak customer describes, “the amount of business rules and conditions we can program into the Dialer seems endless.” There is no other auto-dialer on the market that accounts for the many nuances within and between individual businesses. 

Future Focus 2: Carpe Diem, Harnessing Precious Time

By the end of the workday, many are left wishing they could have accomplished more. Future contact centers will mitigate these frustrations and implement means to take full advantage of every second. The less time contact center employees spend performing monotonous tasks, the more they can deliver exceptional performances.

How to Prepare

Businesses should adopt solutions that streamline the seemingly mundane tasks. This choice frees time to be spent more wisely and simultaneously reduces the chances of human error. For example, automatic dialing relieves the agents of having to call phone numbers manually. Furthermore, because the mobile number has been uploaded and integrated with the solution, there will be little to no chances of dialing the wrong numbers. 

In addition to the dialing process, futuristic communication providers will also streamline in-house procedures. The assignment of responsibilities, such as leads following, customer inquiries, and help tickets, should all be automated. 

The CommPeak Solution: Ensuring No Second is Wasted

CommPeak created smart operation automation tools to harness the full power of the day. The prognostic Dialer, for instance, automatically dials numbers for the agents. Once the conversation has ended, the Dialer immediately connects with the next designated lead. Therefore, agents can reach even more leads in the same amount of time. 

Our premier in-house software, CommPeak Lead Routing, is also a handy solution. Lead Routing allows businesses to automatically distribute leads, tickets, inquiries, and other responsibilities. Managers can effortlessly delegate assignments to agents and desks based on spoken-languages, skill levels, availability, and experience.

Future Focus 3: All-in-One Solutions That Go Beyond the Present

No matter the number of updates and new procedures implemented, there always will be more. Businesses never genuinely know which developments will occur next in their respective industries. Future contact centers will not only accept this uncertainty but take advantage of it. 

How to Prepare

Contact centers can take several measures to future-proof their operations. The first of these steps is to select a communication vendor that offers a statistical analysis platform. Such platforms reveal insights as to which operational procedures are maximized, which could be made better, and which should be rolled back.  

Additionally, contact centers would be wise to adopt reorient-able solutions. No company wants to spend its time searching for new, siloed services. Highly programmable tools that can readily alter business rules assure that time is spent maximizing opportunities. Ultimately, contact centers should choose a provider that will not require them to adopt siloed solutions from third-party vendors.

The CommPeak Solution: Insightful, Adaptable, Integrated

CommPeak full-suite communication solutions are explicitly fashioned with our customers’ future productivity in mind. Namely, CommPeak’s unique Cloud PBX comprehensive Stats analytic system provides insights into contact center metrics such as the total number of calls and their average duration. The data reveals which marketing campaign processes are practical and which could be more sharply fine-tuned. 

Every CommPeak service also accounts for personalized business needs, even as they transform over the years. With CommPeak products, customers “can create, apply or delete rules with just a few clicks.” Moreover, you “can make the needed changes quickly. With other providers, [clients usually] have to go into the CRM backend to make adjustments.” 

Finally, every CommPeak product complements the others, so there’s no need to incorporate a siloed service. With our all-in-one solution, data is automatically synced, ensuring your contact center’s efficiency. CommPeak values our customers’ precious time, and our solutions are made to reflect that philosophy. 

Equipping CommPeak Customers for the Future

CommPeak takes our role as the premier communication solution provider seriously. We are committed to providing smart call operation automation tools, analytics, and the best-in-class SIP trunk route services so our customers can focus on the future and maintain their competitive edge. 

CommPeak is always developing new products to help our customers harness their employees’ full potential. Our solutions maximize business leverage, allowing companies to allocate time more optimally. When deciding which provider is right for your contact center’s future, consider that CommPeak solutions are innovative, reliable, and future-proof. 

CommPeak takes care of its customers so they, in turn, can take care of theirs.