Teamwork makes the dream work, or so they say. Call centre agents work better when they’re working together. Unfortunately, despite an increase in new solutions for collaboration, the sudden switch to remote working practices has left a lot of contact centres confused.
Business leaders are struggling to ensure that teams can continue to work well together in an environment where remote strategies are increasingly common. Yet, without proper collaboration in the contact centre, your entire business suffers.
Poor systems for collaboration in the contact centre lead to less engagement for professionals, as well as less appealing experiences for your customers. Since 91% of clients won’t do business with a company after a single bad experience, companies just can’t afford to ignore the demand for good collaboration.
The Importance of Contact Centre Collaboration
As the cloud becomes the new environment for contact centre communications, the people in your business will need a better way to work as a team. Building a contact centre that focuses on good collaboration is essential to improving agent productivity and engagement. It makes it easier to share information between employees and ensure you can deliver the most effective service.
Good collaboration, offered through synced cloud collaboration tools, video calling services and more, delivers benefits like:
- Faster, more appealing service: A collaborative contact centre makes it easier for your team members to find the information and support they need to deliver the best customer service. Even a brand-new agent in your team can find the information they need fast to delight your audience. Team members who need specialist help can also reach out to supervisors with the right skills for their needs.
- Better team work: Complex issues are easier to solve with assistance from the right expert. A collaborative contact centre allows employees to seek the support they need from professionals with the right skill-set, no matter where they are in the world. Employees can work on issues together through a connected back-end environment, with all of them sharing the same access to information.
- More satisfied agents: Turnover in the contact centre is common, but with the right collaborative strategy, you can make it less likely that your talent will want to leave. Helping agents to form closer bonds with colleagues means they’re more inclined to stick around.
Creating Better Connections with Customers
It’s not just your contact centre agents that benefit from better experiences when you access a collaborative contact centre. When employees can work more effectively together on the back end, they can solve problems much faster too. Staff can share documents and connect directly with supervisors to discuss the issues that a customer might be facing.
A collaborative contact centre may even come with a supervisor whisper system that allows managers to tap into a conversation and offer advice in the background, so that even the newest remote agents have all the support they need to deliver an amazing experience. The result is more satisfied clients, and a better brand reputation.
