Call your customer now

Another important trend is the widespread use of automation and self-service. Automation of omnichannel services, which has been actively implemented in the last two years, will make it possible to use digital channels more widely and unify processes of customer service.
Automated self-service systems provide many customers the opportunity to independently resolve the issue, while others can quickly connect with the most qualified specialists. “Virtual agents” who are able to respond not only to the most simple and easily understandable requests from the programmed response sequence but can use artificial intelligence algorithms for more complex communication.
The main factors that determine the use of customers: ease of use, quick access, time savings, constant availability, intuitive interfaces.
The old, traditional indicators and KPI are not enough to really assess the work, or operators, to outline the direction of improvement. It is necessary to monitor such indicators as the level of customer satisfaction, the time to answer, the resolution of the issue on the first call, and the percentage of missed calls for the cost of the call.
The tendency of “customer orientation” is also manifested in the development of the functionality contact centers, which makes it possible to reduce the number of missed calls, reduce the waiting time for the client in the call queue, and increase the share of issues solved in one call. Modern contact centers automatically provide operators with information about the caller, conduct a history of calls and provide other information for quick and responsive to the request.