WHO YOU ARE: The Contact Center
Your agents are handling the difficult task of trying to please customers, one phone call at a time. Wait, you say, we’re a contact center—not a call center—and our agents are doing more than answering the phone. So much more.
Good-bye misconceptions, and hello reality. The contact center today is a multi-channel hub of customer support, and if it’s hard to blow customer satisfaction out of the water in one channel, then optimizing across multiple channels may feel like an insurmountable task.
WHAT KEEPS YOU UP AT NIGHT
Besides binge-watching episodes of True Detective, that is. (We don’t blame you.) But there’s a lot to think about when it comes to providing multi-channel support. Should you allocate dedicated or blended agents to each channel? How can you forecast for growth by channel, and create a consistent customer experience across channels?
You’re enmeshed in tactical day-to-day operations, walking the tightrope of balancing customer happiness with agent happiness, all the while optimizing for efficiency. Where is that elusive sweet spot where everyone and everything is humming along? An agent’s time on the phone is valuable—are they building relationships with customers or asking annoying, redundant questions? You need data and insight into your contact center to make decisions that will impact productivity, but where can you get this data? What are the right investments that will allow you to save time and do more?
KILLER APP COMBO
Zendesk Plus or Enterprise integrates easily with a host of voice and chat services, as well as the apps listed below, which are particularly suited for the contact center. Whether Zendesk is your foundation, or a piece of your customer service solution, the apps and integrations below are a great baseline to help maximize your support. It’s easy one-stop shopping.
No matter the level of sophistication of your voice requirements, we have a partner for you. Our voice integrations allow companies to make the most of their voice channel by routing calls to the best-suited agents within Zendesk. Through softphones and screen popups, agents receive the call and a full customer profile and ticket history. But each partner also has their own special sauce: 8×8 VCC is an example of a platform that offers a fully cloud-based contact center with inbound and outbound call center capabilities. Interactive Intelligence does double-duty and offers both cloud-only and on-premise solutions. Drumbi takes a fresh approach to the phone-tree by providing a web widget that instantly connects customers with an agent who knows who they are and where they’re located.
But we think all our voice integrations are good choices: inContact, Five9, Asterisk, Avaya, Genesys, Cisco CAD and Cisco UC Platforms, and Shoretel. Last but not least, Zendesk Talk is a great emerging voice channel—easy to set up and deploy, and you pay only for what you use.
We don’t want to play favorites here, but we liked Zopim so much that we asked them to join the Zendesk family. Their customizable chat widget easily turns conversations into a Zendesk ticket. Chat solutions aren’t one size fits all, though, and we also have the warm fuzzies for: LiveChat, Velaro Live Chat, SnapEngage, and Olark live chat.
Zendesk Answer Suggestion
Zendesk’s Answer Suggestion app offers a faster way to surface content from your knowledge base by analyzing the ticket subject line and suggesting relevant articles from your Help Center alongside the ticket.
PlayVox can inspire some friendly competition and fun amongst agents. The final score? Happy, motivated agents and improved productivity. Tune into our upcoming webinar with PlayVox’s Joe McFadden to learn how gamification can take agent engagement to the next level.
Advanced Caller ID
Next Caller’s Advanced Caller ID provides cleaner, more complete and reliable data around phone numbers. Use this app to add personalization and eliminate the need for agents to ask time-consuming, detailed questions like how to spell a name.
- Wednesday 5/7 at 12:30PM for the Customer Experience Panel with Brent Ludwig, Director of Customer Engagement
- Thursday 5/8 at 1:30PM for The Multichannel Panel with Harsh Jawharkar, Director of Product Marketing
We’ll also be at Call Center Week from June 9-13. Come talk to us! We’re friendly.
This is the first post in a new series focused on extending Zendesk to meet your company’s most fundamental needs. Please leave us your questions and feedback in the comments section, and check back next month to see what apps we recommend for your business.