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3 Important Tools for New-Age Contact Centers to Provide Excellent Customer Service

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The customer is always right.

This statement has been around for a long time, and it’s still true today. Customers are the reason why businesses exist – they are the lifeblood of any business, and they deserve to be treated with respect and care.

Moreover, with the advent of technology and its impact on the world, there has been a drastic change in the way businesses function and provide customer service to their customers.

Because of this, it’s more important than ever that your contact center is equipped with the latest tools available – tools that will help you provide excellent customer service at every step of the customer journey.

The new age contact centers need to be equipped with all the modern tools and techniques so that they can meet the expectations of their customers.

Call Recording Software

Call recording is an important tool for modern contact centers to provide excellent customer service.

Modern contact centers are facing a lot of challenges in terms of managing their workloads and providing effective customer service. Call recording software can help with both of these issues.

The most basic benefit of call recording software is that it allows agents to listen back to past calls, which allows them to identify areas where they could improve their performance, for example, by clarifying information or resolving issues. This also means that supervisors can listen back and provide feedback on agent performance immediately after the call has ended.

Another benefit of using call recording software is that it helps agents be more efficient during their shifts. For example, suppose an agent needs information from another department or from a supervisor. In that case, they can easily access it via the call recording software without having to go back through all the calls they have taken during their shift.

Finally, call recording software also helps improve employee engagement by providing employees with feedback on how well they are doing throughout their shifts or day.

Call recording software by Salesloft can record all your phone calls automatically. You don’t have to do anything other than installing the program and set up your preferences. Once it’s installed, it will start recording all your incoming and outgoing calls.

This allows you to go back and listen whenever you need to, so you can hear exactly what was said during each call and make sure nothing was missed or forgotten. If an automatic recording isn’t what you want, Salesloft also has an on-demand call recording feature in the software as well.

Customer Experience Management Platform

Customer experience management platforms are an important tool for new-age contact centers to provide excellent customer service.

The most common way of interacting with customers today is through the phone or email. The quality of the customer service that you provide depends on how well you can manage all these interactions, which will be recorded in your customer relationship management (CRM) system.

A customer experience management platform gives you more control over your CRM system, allowing you to monitor and analyze all your interactions with customers, as well as automate certain processes. It also helps you automate responses in real time when a customer calls. This ensures that every interaction is better than the last one and sets up a positive feedback loop that encourages more people to call back again.

With these tools, it becomes easier to provide an excellent customer experience – which is a lifeblood of profitability. In fact, a study has revealed that when offered a more hospitable, friendlier customer experience, 42% of customers are willing to pay more. 72% of customers who had a good customer experience will tell six or more people about it.

Social Media Integration

Social media integration is one of the most important tools for new-age contact centers to provide excellent customer service.

Social media has become an integral part of our lives, and we are constantly connected to each other in one way or another. We use it to make important life decisions, find a job, and also to connect with friends and family members.

As customers have become more social, so have businesses as they try to engage with them on social media platforms like Facebook, Twitter, LinkedIn, etc. Businesses are using these platforms not only as a marketing tool but also as an engagement tool with their customers. It enables them to gather valuable information about their customers and respond quickly when they need help or assistance.

However, it’s not just businesses that use social media channels; customers also use them to get information about products or services offered by businesses. They can also share their experiences with others on these channels, which helps them make informed decisions about whether or not they want to purchase something from a specific business or not.

This is why it makes sense for businesses that want better engagement with their customers through social media channels should integrate those channels into their contact center software system so that they can respond quickly and efficiently if any customer needs their help at any time.

The Freshworks report, The Future of CX: 2022, states that speed is the primary influencer of customer satisfaction. More than one in three customers (38%) anticipate that agents will be able to solve their queries if they are aware of the context of their inquiry. Such data shows a rise in demand for omnichannel integration as the social media integration in contact centers.

Summing Up

The contact center industry is changing, and the way we think about customer service is changing with it.
Customer service has never been more important than it is today, but so have the expectations of customers.
In order to stay competitive in today’s market, contact centers must adapt to new technologies and new ways of doing business. The best way to do this is by providing excellent customer service that puts the customer first – every time, no matter what.
Part of this evolution involves exploring efficient ways to manage customer interactions, such as the option to use a virtual receptionist, which can be a game-changer in enhancing customer service efficiency and responsiveness.
By embracing such innovative solutions, contact centers can ensure they meet the modern customer’s needs and continue to deliver exceptional service.

Kossi Adzo is the editor and author of He is software engineer. Innovation, Businesses and companies are his passion. He filled several patents in IT & Communication technologies. He manages the technical operations at

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