Como mover o seu contact center para a cloud pode ajudar a reduzir custos

With the rapid shift to the new normal of working remotely, organizations across the globe are struggling to find the appropriate infrastructure and strategy to keep operations up and running, while ensuring the safety and health of employees.

For many, this is more than just a shift in routine. The pandemic represents a challenge for business survival as some industries like travel and hospitality see a concerning decrease in demand, while many organizations struggle to keep up with high call volumes and effectively serve their customers. Talkdesk® provides companies with a unique opportunity to thrive under these challenging circumstances.

É acessível começar

As soluções de contact center no local geralmente são dispendiosas, complicadas de configurar e, com frequência, exigem atualizações regulares e dispendiosas. Por outro lado, as soluções na cloud não exigem uma taxa de admissão elevada, tornando a fase inicial do processo muito mais fácil, mais económica e suave. Mesmo para empresas que ainda não estão prontas para adotar totalmente a cloud, pode utilizar-se uma opção de implementação flexível para aumentar a infraestrutura existente.

Otimize e amplie a sua pilha tecnológica de call center

On-premises technology can be rigid and inflexible, often requiring a significant investment every time you need to update or replace it to meet new business demands.  On the other hand, cloud solutions let you take advantage of diverse deployment models and seamlessly integrate with other cloud applications, so you can more easily adapt and optimize your customer service operations. Talkdesk AppConnect was designed to make that process even easier by offering a curated ecosystem of out-of-the-box integrations and value-add services that Talkdesk customers can try risk-free.

Economize nos custos de instalação e manutenção

Com sistemas locais, as implementações e as atualizações representam uma despesa de capital substancial e muitos fornecedores exigem contratos de manutenção longos. Com soluções na cloud como a Talkdesk, tudo o que necessita é de um computador portátil ou dispositivo móvel e um auscultador para que os agentes estejam prontos a trabalhar em pouco tempo. A arquitetura intuitiva e fácil de usar da Talkdesk pode ser configurada utilizando  “cliques, não código”, eliminando efetivamente a complexidade da implementação, administração e utilização da sua plataforma de contact center.

Mantenha a sua força de trabalho altamente envolvida com tecnologia de ponta

Staffing costs account for 50 to 70 percent of a contact center’s operational budget on average. Furthermore, replacing an individual employee can range from one-half to two times that employee’s annual salary. Keeping these costs down requires effective resource planning and a highly engaged workforce, which can reduce attrition by up to 24% in high-turnover environments. While Workforce Engagement Management (WEM) tools can help drive both of these outcomes, it’s important to ensure that they are cloud-native, tightly integrated with your other contact center technology, and provide an intuitive user experience for administrators, supervisors and agents. Best-in-class WEM solutions can help reduce costs even further by using artificial intelligence (AI) to help optimize processes and automate manual tasks.

Personalize as suas interações para uma melhor retenção de clientes

Times of crisis bring unprecedented challenges to businesses. With the COVID-19 pandemic, for example, travel and hospitality companies were impacted by travel advisories or restrictions, resulting in cost consequences of at least $24 billion in foreign spending alone. This has caused tremendous spikes in customer demands, highlighting the importance of maintaining a successful communication system in order to retain customers. Customizing IVR menus and routing options is a great way to deflect common questions to automated systems or redirect customers to a special group of agents and thus increase overall satisfaction.

Another option would be to introduce some self-service options into your customer service strategy. AI-infused tools can greatly help your customers help themselves before they even get to one of your agents. These tools will further help you customize every interaction, automatically recognizing who the customer is and what steps to taken in order to solve his/her problem.

An AI-powered virtual agent, for example, can act as first line of defense by analyzing speech and detect easily-solvable issues, then recommending best course of action for resolution. In case of a more complex topic, the virtual agent will immediately route the customer to the best agent who’ll be able to handle it. Deploying an intelligent knowledge base is an alternative method that can help your customers to quickly find the information they are looking for on their own time.

No atual ambiente de negócios em rápida mudança, os líderes precisam tomar decisões rápidas, centradas em melhorar a eficiência e reduzir custos. Ter as ferramentas certas implementadas que a sua equipa pode aproveitar, a partir de qualquer lugar, permitirá que a sua organização minimize as ruturas e se concentre nas principais oportunidades.