Delivering excellent customer experiences during the peak festive shopping season is an ongoing area of focus for business owners. With the shopping rush in full swing, lessons are being learnt and plans made for improved performance in 2023. Technology can help.
As such, he comments, your telephone system and contact centre platform should both integrate with your CRM system. This ensures you can access functions like call outcomes, call queues, reporting and analytics, and that your agents can handle queries without repetition or manual handover.Says Clevva CEO Ryan Falkenberg, “Virtual agents in a call centre can reduce your agent load by handling repetitive, routine queries seamlessly, rapidly and repeatedly without human intervention.
“Unlike chatbots that often prove frustrating, virtual agents are able to clarify a customer’s stated intent, analyse their situation or need, diagnose the root cause of any problem and then identify the right solution before triggering the relevant process to action it. Plus they can provide a compliance record to prove they did it right,” he adds.