Improve Customer Satisfaction With a Cloud-Based Contact Center

  • October 31, 2019
  • Author: Jana Carlson

The effectiveness of a contact center ultimately depends on customer satisfaction. A cloud-based contact center uses the latest in communications technology. An alternative to on-premise contact centers, a cloud-based center provides a modern solution to keep up with the way today’s customers and businesses communicate.

This feature-rich easy-to-use system delivers a smooth customer experience. Here are 6 benefits of a cloud-based contact center. 

1. Remove Limitations

A cloud-based contact center allows you to hire agents from all over the country – even the world! This drastically widens your prospective employee pool. It also enables you to select the best people for the job, not just those within commuting distance. The hot-desk support feature allows for multiple office workers on different shifts to share a single physical phone.  

2. Maintain Complete Control & Access

The quick access web portal allows you to make changes on the fly at any time. Modify your messaging, prompts, and hold music to deliver better results. The portal also provides detailed calling reports and a supervisor dashboard. 

Supervisors enjoy flexibility and increased training success with features that make it possible to:

  • Listen to active conversations,
  • Whisper to any of the registered operators, or
  • Barge in on a call altogether.

3. Improve Efficiency & Productivity

Give your agents a live picture of what’s going on with the fully-customizable contact center display feature. Easy-to-read graphical wallboards are included at no extra cost. Use a predefined layout or configure your own to show the statistics and metrics that matter to you with our easy-to-use drag-and-drop editor.

This data-rich dashboard adds to the value of a cloud-based contact center by allowing you to:

  • Easily monitor metrics like call times, number of callers on hold, call queues, satisfaction ratings, and average wait times;
  • Generate historical reports;
  • Gauge department performance;
  • And more.

You can use this data to continually improve the level of service your contact center can offer by optimizing agent productivity and reducing wait times. 


4. Improve Morale & Boost Team Spirit

Communicate with your agents beyond basic analytics. Use your contact center wallboards to display a more complete and engaging view of the day-to-day business.

Key performance indicators are helpful, but you’ll get better engagement by including some attention-grabbing information, too. Change things up from traditional statistics by showing birthdays and celebrations, general company updates, or specials in the employee cafeteria. 

Customizing wallboards is so easy, you can change the display multiple times a day. For example, calls waiting and service levels might be more applicable at the start of the business day. Near the end of the work day, agents would be grateful for traffic updates planning their commute home.

5. Support SMS Messaging

Customer engagement changes along with technology. The cloud-based contact center has complete SMS integration for call queues. This allows agents to interact with customers through the Chat-to-SMS feature. Using fully configurable keywords and response messages, you’re able to interact with your clients easily – whether your business has 3 or 300 employees. 

Increase Your Customer Service Capabilities

The advantages of a cloud-based contact center are clear. 

  • State-of-the-art features 
  • Simple set-up 
  • Zero up-front capital investment
  • Easy scalability to meet your needs now and in the future 
  • The latest customer service innovations without expensive and time-consuming maintenance

A cloud-based contact center will motivate and empower your agents to engage customers more effectively. What are you waiting for?

Contact a UnitedCloud specialist to find out more about a cloud-based solution for your business. 

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Meet Mark

Mark Atkinson Previous Experience:  Largely sales focused, I owned several small businesses in Ontario. Since living in Alberta, I’ve held a Business Development position with Philip Morris International and Director of Sales ~ Western Canada for Canada’s leading LIVE Events SaaS provider, AudienceView. Certifications:  Sales Professional Certification with InBev Full Certification with UnitedCloud First Aid/CPR? […]

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