Smartphones revolutionized the way we communicate and have now become common necessities for people around the world. Since the release of the first Apple iPhone in 2007, many millennials became early adopters of new collaboration modes. This generation – born between 1981 and 1996 - now make up a large portion of the workforce.
Other generations also began following the lead of the millennials, adopting SMS later. “A Zipwhip survey found that 73% of consumers want more businesses to text them. Customers of all ages, from Baby Boomers to Generation Z, like the ease, convenience and privacy that texting offers.” Companies often get a better response rate with instant messaging because, unlike email or phone calls, people are more likely to send out a short response than spend time formulating a reply email or scheduling time to call you back.
SMS solves a unique pain point for both consumers and call center agents. Picture a scenario where a customer has a quick minor question and does not need an in-depth answer on the phone. The customer can be immediately acknowledged with an automated text. Then, a customer can be serviced much more quickly. For the customer, the main advantage is convenience. They don’t need to set time out of their day waiting to speak to an agent to get the same information.Call center agents are able to service multiple people at the same time via multiple text channels. They will have a record of all the details of a conversation so they can look up history at any time and avoid having the customer repeat themselves to different agents. Agents will also be able to efficiently manage general questions freeing up time for more complex inquiries. In fact, many call centers are building AI-infused bots that can respond to general SMS inquiries and if necessary, elevate the customer to a live agent.
Incorporating SMS in a call center gives a consumer even more ways to interact with your business. Servicing customers through various channels, offers more options, provides more satisfying experiences, improves productivity and strengthens the relationship with your customer.
How Can I Measure Call Center Success Using Multiple Communication Modes?
Resource Software International Ltd. (RSI) develops solutions that analyze how consumers interact with enterprises around the world. Their flagship application, Shadow All-in-One, allows users to monitor, measure and manage call center activity through intuitive collaboration dashboards and historical reports. Not only can a user monitor standard call wait times and response rates, but they can also determine how successfully consumers were serviced with instant messaging and video chat services. These customizable dashboards give a total picture of all major channels of communication within a given time period to help manage the health of the entire ecosystem.
RSI provides products, training and resources that manage, control, and reduce the expense of a communication ecosystem. Their solutions have broad appeal for customers with collaboration ecosystems that include Avaya, Cisco, Microsoft, RingCentral, Mitel, and many others.
Shadow All In One Analytics by RSI is a cloud-based collaboration management system. Organizations now have complete visibility across the entire spectrum of a corporate collaboration ecosystem for any length of time. The product offers historical call accounting, call center reporting, call recording playback, real time agent/queue dashboards, team collaboration adoption metrics, custom integrations, and emergency notification. By leveraging the latest technologies, Shadow All-in-One Analytics empowers enterprises to increase adoption of new technologies, remove bottlenecks, reconcile expenses, facilitate team collaboration, improve customer experience, and empower productivity.
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