Providing the best customer experience is an excellent way to build customer loyalty – and boost ROI and profitability. Here are 10 ways that strategic Contact-Center-as-a-Service (CCaaS) solutions are helping contact centers gain a competitive advantage.


1. Agent Attrition

The #1 reason call center agents leave is inadequate tools and resources. How can the right technology help retain top talent? Integrating CRM, accounting, helpdesk and phone systems allows agents to see the complete customer account history across multiple channels. Empowering agents, cutting average call handling time, and saving money.

2. Customer Recognition

Which interaction will customers prefer: “What is your account number,” or “Hello, Mr. Smith. How can I help you today?” CCaaS enables agents with the account information and history they need to interact with customers on a personalized level. When agents have information at their fingertips, customers are more likely to be satisfied.

3. Reduce Redundancies

More customers are choosing to interact with companies on their own terms: voice, email, chat, social media. Multi-channel customer engagement allows agents to respond via same channel, offering a high-quality customer experience.

4. Accessibility

More customers are choosing to interact with companies on their own terms: voice, email, chat, social media. Multi-channel customer engagement allows agents to respond via same channel, offering a high-quality customer experience.

5. Analytics

Success depends on meeting important performance metrics. Especially Service Level Agreements. CCaaS measures business results, giving actionable information companies can use to measure performance. Increase agent productivity, manage more efficiently, and meet SLAs with CCaaS.

6. Integration with CRM

Track your successes and failures and analyze the data to determine the best time to pick up the phone. CCaaS enables you to do member segmentation and allows you to put your best agent in front of your most valuable customer. Add new customers to your database with every call and automacially create or close a case with automated dispositions.

7. More Respect of Customers’ Time

No one likes waiting on the phone or having to explain the same problem twice. Connecting with an agent who can’t help is even more frustrating. CCaaS solutions properly direct the call and pass on the information to the next agent so that it doesn’t disrupt the customers time.

8. Integration with Social Media

Today’s customers/callers Tweet, Like, and Chat just as much as they call. CCaaS solutions can monitor and filter social media and detect who needs special attention. You can direct your customers on any social media platform right to your agents and respond back through that channel just as easy.

9. Better Customer Experience

CCaaS solutions let a supervisor monitor a call and gives the option of either “whispering” into an agent’s ear without the customer hearing, or “barge” into the call and take over. They also have the ability to enable speech analytics and customer sentiment scoring tools to help you and your agent with understanding the customer experience. Either way, the customer will get the benefit of the more experienced agent, and have a better call experience.

10. Customizable Routing Rules

The order that calls are routed can be completely customizable based on tracking and analyzing data on success rate, length of calls, skill sets, segmentation and more. You can also make sure customers get the same agent every time to help with building trust with your customers. Advance routing techniques can be easily A/B tested to see what works the best for your customers and agents.

For the last two decades Aarde’s professional experience has been in the Contact Center world, helping businesses support their consumers through cloud-based technologies. He enjoys working with large global customer service teams to increase customer experience, customer loyalty, operations, customer service.


Aarde is also the author of ‘Enable Better Service: A Customer Service Contact Center Story of Breaking Away from the Norm Through Creativity, Technology and Innovation’.

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