Tapping into Customer Service Equilibrium

Cloud contact centers, like any other business, rely on one thing – the customer. This is why among every single aspect of running and developing a successful enterprise, maintaining and improving customer service is perhaps one – if not the most – important thing for a company to pour its resources into.

As we all know, the customer service landscape is far-reaching and all-encompassing. One of the best ways to evaluate the current state of a company’s customer service infrastructure is to break it down into multiple pieces to examine independently. Of all the technologies utilized in customer service, the concept of technologies in an equilibrium phase as one of the most important, as discussed in a recent Forrester Research blog series on customer service.

Equilibrium is the idea of reaching state of balance, and utilizing specific technologies to do this is essential. These technologies typically include services that help with the management of certain states of business as they relate to the customer. For instance, systems that manage e-mail and responses, monitor the quality of care provided and manage the overall workforce.

So, how does this relate to your business needs? Your cloud contact center’s success depends on the balanced implementation and management of its resources. Too much emphasis in one area and not enough in another can lead to missed opportunities or certain client concerns falling through the cracks of a poorly balanced business structure – and that’s when things get hairy.

These technologies provide the enterprise with the necessary perspective to serve customers, as well as feed itself. In addition to actively monitoring customers and their needs, it is with this technology that standalone services are offered, such as interactive voice recognition (IVR). The successful integration of this type of service allows the customer to manage the entire transaction him or herself, freeing the contact center to focus its needs where resources will undoubtedly be more effective.

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