Last month we listed benefits associated with using Unified Communication in the Contact Center. Let’s explore these in the context of improving First Contact resolution and thereby delivering value to the organization and its customers.
Unified Communications presence and collaboration techniques directly impact FCR by exposing the realtime presence of subject matter experts to agents that might need their assistance to satisfy a customer query. Collaboration tools connect these experts into the process with a single mouse click. All this results in more satisfied customers and employees, and reduced time and effort for all internal parties to the interaction. Imagine Unified Communications extended out to customers, and you have a vision that will further redefine satisfaction and productivity from the end customer perspective as well. Let’s look at that list of benefits:
Personal Productivity: Through Contact Handling, Productivity and Cost Control enabling FCR for a greater percentage of contacts reduces the number of calls to be handled can be reduced.
Team/Mobile Effectiveness: Customer Satisfaction and Retention are improved by relying on the best possible resource regardless of location to ensure customer requirements are met.
Process Aligned Communications: Customer Value and Revenue Optimization is achieved by implementing rules to engage resources that can recognize and seize opportunities.
Process Embedded Communications: Process Embedded CRM Integration leads to a seamless experience encouraging use of tools and techniques that deliver business process simplification enabling issue resolution “now” versus later, increasingly valuable to customers operating in the a real-time world.
First contact resolution is the critical driver in overall productivity. It stands to reason that tools that enhance first contact resolution (FCR) inherently drive agent satisfaction and productivity. Studies and articles abound that prove the higher a contact center agent’s contact resolution rate is, the more satisfied they are with their job.
So Unified Communications has the potential to realize the customer-engaged enterprise and help organizations move beyond the contact center island. Of course any extension of contact handling into the enterprise must be balanced with the need to preserve the workflow process efficiencies implemented outside of the contact center, but there is little doubt that users across the enterprise can help address customer issues and opportunities. Proving that benefit is within reach!
If you would like more information on this topic, you can listen to a webcast which discusses these issues. Click here>>>