If you're like most call centers, you're facing the dilemma of needing to provide superior customer service, while also reducing operating costs. In short, your operations need be effective and efficient. Fortunately, call centers that are run efficiently are often able to reduce costly agent interaction time and improve customer service. The primary costly activity in most call centers is customer interaction by agents. The goal is to make them efficient as possible to ensure you are getting maximum utilization of this valuable resource. The best solution is to increase the use of automation, but many people think automation isn't customer friendly. In some cases, they're right. Automation, when implemented poorly, leads to dissatisfied customers and limited use of technology.
On the other hand, automation that is implemented strategically – with your customer's experience as the primary consideration – can not only improve the utilization of automation, but can also create loyal and satisfied customers that prefer to use technology over speaking with agents. By reducing customer effort through the careful use of automation, call centers can achieve call center efficiency and increased customer satisfaction.
For the past 25 years, we have deployed automated solutions that are designed to be user friendly and reduce customer effort. In fact, a majority of our customers have been with MicroAutomation for over 15 years, leveraging our team of trusted advisors as they address the evolving challenges present in their contact centers.
Reducing operating costs while improving customer service is a challenge faced by most contact centers today. With MicroAutomation solutions, you can achieve both by making technology work for you. Our solutions are designed to provide a return on investment within six months.
We also continuously improve the automation at most customer environments. Using tools such as our EDD, the MicroAutomation support team continuously monitors and proactively identifies issues before they occur, thereby maximizing the uptime of your call center solutions.
Download our checklist - The Top 10 Features Your Proactive Notification System Needs to Have - to learn:
…and more. The ability for customers to “take action” when a call, text, email or Tweet is received is more powerful than ever. Download our checklist to learn how you can implement our tips and tricks to maintain customer loyalty.