Virtual Call Centers have effectively changed the game when it comes to staffing and maintaining an effective customer service response. By eliminating many of the geographic and expense restrictions that premise based call centers are hampered by, virtual call center operations allow for expanded service, more efficient call handling, and a new degree of flexibility in workforce size and responsiveness.
Among the biggest drain on call center operations in any industry is resource use and expense. If you staff a complete call center, yet have very few calls coming in, you wind up paying for employees regardless of the call volume (or lack thereof). Virtual contact center solutions allow for a workforce of varying sizes, one that is scalable depending on workload, and one that can adapt depending on actual call volume rather than perceived or projected need.
Virtual operation of call centers allows businesses to be more nimble, and therefore more cost effective, when it comes to seasonal spikes in traffic and even sudden surges in the volume of calls. By having a roster of at home, or at least off premise, customer service experts on call in case of need, your business is able to control personnel expenses to a greater degree while maintaining efficiency and call quality for your customers.
Did you know that, according to Forbes, 86 percent of customers will pay more for a better customer experience? Customer satisfaction is always a worthy business pursuit, but to identify customer preferences and exceed expectations, you must keep pace with innovations in the technology your customers are using. more
Creating a great customer experience for each person who reaches out to your customer support center is vital to developing a loyal and ravenous customer base for your business. In fact, according to Walker Information, Inc., “By 2020, customer experience will overtake price and as the key brand differentiator.” more
With the ever-proliferating number of contact center software vendors, it can be difficult to determine which software application is right for your business. This guide for 2017 includes information about eleven top contact center vendors, including information on pricing, features, and strengths and weaknesses. more
Is your business researching a new contact center solution? Complete with over 120 data points, 90 features, and over 45 contact center software providers, our comparison guide is an essential asset. more