联系中心指南

联系销售

关于提供卓越的客户和员工体验,你需要知道的一切.

A business contact center is an ever-evolving ecosystem, 有大量不断更新的信息和不断变化的优先事项.

Customers expect seamless interactions with your business — at every stage. Managers expect high performance (regardless of call volume), 效率, 的见解, 灵活性和成本节约. Agents want the freedom 和 ability to be able to work from remote locations. 

“超过一半的消费者表示,在他们决定购买产品或服务时,体验的整体乐趣很重要.”

德勤
call-center-worker-smiling

更好的客户体验

提供卓越的体验是客户保留的关键部分,这可能导致 显著节约成本.

“超过一半的美国人因为糟糕的服务而取消了计划中的购买或交易, 33%的人表示,他们会在一次服务质量差的情况下考虑跳槽.”

美国运通

你可能会问自己很多关于呼叫中心的选择和目标的问题. 以下是我们的客户在规划呼叫中心发展时经常会问的一些问题:

为了提供良好的客户体验,呼叫中心需要快速解决客户问题. This is why it’s very important to monitor metrics such as 平均应答速度第一个电话解决.

Workforce management has always been a top priority for contact center managers. 但在这个远程工作的时代, 企业越来越多地转向基于云计算的现代解决方案,以更好地服务员工和客户.

Scalability, adaptability 和 business continuity are table stakes.

使用正确的工具, you can make sure inquiries are dealt with promptly 和 appropriately, 确保你的员工是高效率的,并准备好适应不断变化的环境.

有了一个好的呼叫中心解决方案,你将能够更好地管理你的员工:

  • 测量人员的表现
  • 管理代理商的时间表
  • Helping agents solve customer issues more easily

为了简化客户服务流程,您可以提供自助服务选项. 如果可能的话,你也可以引导客户使用电子邮件和实时聊天等渠道.

使用机器人和人工智能应用程序可以减少与实时代理在一起的时间,但这些交互可以升级为实时代理,以完成客户体验.

Features such as these can be enabled through a 基于云计算的 呼叫中心解决方案.

自COVID-19危机开始以来,许多联络中心已转向在家工作模式. While this has often meant increased 灵活性和成本节约, it has also presented challenges in terms of employee motivation, performance monitoring 和 increased call volumes.

在这种背景下, 获得有效解决劳动力规划和管理问题的解决方案比以往任何时候都更加重要. This should include advanced built-in scheduling capabilities, 以及允许电话审计的技术,这将有助于解决远程工作时工人和主管面临的关键问题.

采用基于云的呼叫中心 正在增加 as companies look for more flexibility 和 resiliency in their solutions.

了解企业转向基于云计算的呼叫中心解决方案的关键原因.

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呼叫中心 选项: Choosing the right solution

呼叫中心 solutions can help you support your staff, making their job easier so they can focus on serving your customers.

在选择呼叫中心解决方案时,一个重要的考虑因素是你是否需要一个 基于云计算的 或者一个 预设条件 设置.

While there may be some situations where a 预设条件 solution is preferred, they require significant up-front CAPEX investment for equipment 和 facilities, plus ongoing maintenance 和 management costs. They also require agents to be in the same location. 如果关键设备出现故障,它们就缺乏业务连续性的冗余, the entire contact center can fail until the issue is resolved.

基于云计算的呼叫中心可以极大地节省成本并提供灵活性. 然而,查看基于云计算的呼叫中心解决方案提供商提供的服务也很关键. 一些基于云计算的呼叫中心解决方案并不涉及网络连接等关键组件, 体系结构和安全. 您需要确保您的呼叫中心解决方案完全适合您更广泛的业务运营环境, 你在各个领域都得到了支持.

选择一个 总解决方案提供商 (例如beplay全站app安卓)可以节省您的时间, preventing you from having to pass information between multiple vendors. 与 our expertise in networking 和 connectivity solutions like SD-WAN, you can take care of your whole 设置 in one place.

以下是一些需要注意的功能:

  • 专业知识在电信
  • Integration with your other software solutions (open API)
  • Current 和 future artificial intelligence (AI) capabilities
  • 灵活性和效率
  • 游戏化和员工激励
  • Advanced capabilities for 的见解 和 metrics
  • Hyper personalized 经验s with enhanced, easy-to-use self-serve 选项
  • Real-time customer details that drive elevated customer 经验
  • Training portals 和 interactive learning for workers
  • 预测分析
  • Omnichannel交付
  • 先进的电话录音
  • 人力资源管理以优化不同支持渠道的资源和调度
  • 从任何地方工作能力
  • 监督仪表板和报告
  • Real-time agent response to efficiently h和le calls in fewer steps
  • 网络聊天翻译
  • 视频聊天功能

经验丰富的呼叫中心解决方案提供商会花时间评估您独特的需求和情况.

通常, you’ll be asked to join a personalized “discovery call,专家可以回答你的问题, assess your needs 和 propose a solution that works for you.

 

The world of 呼叫中心解决方案s has evolved considerably. Busting through these myths could help give your business an edge. 

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为什么呼叫中心使用beplay全站app安卓?

beplay全站app安卓的呼叫中心解决方案, you can st和 out from the competition while increasing your team’s 效率, 在提供优质的客户服务的同时,您的客户选择联系您的方式:电话, 电子邮件, 闲谈,聊天, 或视频通话.

beplay全站app安卓提供了一个 完整的电信解决方案, partnering with industry-leading providers 思科Mitel. 我们有经验来帮助您找到并实施一个适合您的呼叫中心的设置.
我们的解决方案为呼叫中心经理提供了衡量和奖励代理商绩效所需的工具, 满足客户需求,在突发情况下保持灵活性, 确保你不会错过任何一个电话, 和 provide a superior service for your customers.
  • 洞察力的管理者: Provide your managers with real-time information 和 call recordings
  • 多种支持选项: Omnichannel — voice, 电子邮件, 闲谈,聊天 or social media
  • 资源代理: Give agents the help they need, when they need it
  • 代理匹配: Make sure customers can connect with the right people
  • 灵活性和适应性: Easily schedule, manage 和 collaborate from anywhere
  • 预算控制: By leveraging all or part of an OpEx model, 您可以消除与遗留组件或内部组件相关的潜在意外

Whether you have just a few team members or hundreds of employees, beplay全站app安卓 has 经验 working with businesses of all sizes. beplay全站 today, 和 see how we can help your business.

96%的受访者表示,客户服务在他们对品牌的选择和忠诚度中起着重要作用.”

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成功故事|好事达彼得比尔特

了解我们如何帮助好事达Peterbilt管理每天1500个电话的实时报告, 和 eliminate outages that had been impacting mission-critical operations.

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准备开始? 探索beplay全站app安卓的呼叫中心解决方案.

电话销售 1-, or let us know more about your needs 和 an beplay全站app安卓 expert will be in touch. Our 经验d representatives can make a personalized recommendation for you, based on your business’ specific situation 和 requirements.