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Elevate your customer service with Zoom Contact Center

39% of consumers abandoned brands post-pandemic. This caused groups to rethink how customer service should be handled and shifted their business models to give clients a good experience in order to show loyalty.

This reflects the changing desires of customers, who are now shifting to a more streamlined customer experience. Zoom’s contact center platform not only unites the customer experience but can improve businesses and help them compete in the marketplace.

1. Meet your Customers on their level.

Today’s customers are looking for more than one type of digital touchpoint when communicating with a brand. Social media, AI chat and videoconferencing make it easier for customer service operations to serve their customers – because people expect their favorite tools to follow them from one interaction to the next.

Zoom’s Contact Center uses the latest technology to deliver a personalized, efficient customer service experience. The new zoom solution will help attract and retain customers by delivering convenience when it comes to resolving issues, and in the communication channel of their choosing.

2. Enhance Employee Engagement.

In customer service, when you respond quickly, customers are satisfied and if they’re happy, your employees’ morale is boosted. Zoom Contact Center provides an immediate work experience when assisting customers, as it’s built into Zoom’s familiar interface.

Zoom Contact Center’s expansive call routing features allow calls to be directed to individual agents based on skill levels or categories. Further, the routing profiles can be customized to reflect a combination of skills within a category before connecting the caller with an agent. The system saves you time and lets you resolve concerns more efficiently, laying the foundation for long-term relationships that lead to brand loyalty.

3. Analytics are key.

Data analysis is a valuable investment for any organization to understand how it drives decision-making. If you have agents that make decisions but without insight into performance, it can be difficult to measure their effectiveness or identify potential areas for improvement.

With Zoom Contact Center, supervisors have access to information about individual agents and the individuals’ calls. Zoom’s dashboard offers insights into agent performance and real time metrics for each call. Supervisors can use this information to identify opportunities for streamlining, re-skilling and optimizing outcomes of customer interactions.

4. Combine platforms for more efficiency.

According to reports, 52% of CX and IT business leaders use the same cloud provider for their unified communications and contact center platform. This single provider trend is not a surprise as it offers cost savings, increased productivity, improved integration, reduced IT burdens and more. Zoom Contact Center enables you to easily add contact center capabilities to your existing Zoom unified communication solutions and leverage all those benefits!

5. Hybrid Suppport.

Gartner predicts that 31% of all workers worldwide will be remote by the end of this current year. That means your agents require a platform that supports remote working and provides proper access regardless of where they’re working from. Considering that agents may work across time zones depending on customer service hours, a solution that’s flexible and can accommodate efficient collaboration is vital.

 

If you’re interested in a Zoom solution for your organization, please fill out the form below and we’ll be in contact with you!

 

 

 


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ABOUT VICOM

Audio Visual Virginia Beach | VIcom is well experienced in teleconferencing solutions. Moreover, VIcom assists many organizations in simplifying and enhancing their ability to teleconferencing efficiently.

We are also Virginias’ premier technology solutions integrator for Teleconferencing, Zoom, Audio Visual, Unified Communications, Security Applications, Cloud & IT, Church AV Systems, and Educations AV Solutions. Moreover, we are proud to serve clients throughout the mid-Atlantic region of Virginia. For example, Virginia Beach, Chesapeake, Norfolk, Portsmouth, and Suffolk, VA. Also providing service to customers in Newport News, Hampton, Poquoson, Yorktown, Williamsburg, Tabb, Grafton, and Seaford VA.

Furthermore, we have an office in Richmond, VA, better serving clients in the Northern Virginia region, including Richmond, Powhatan, Colonial Heights, Chester, Petersburg, Chesterfield County Midlothian VA.

For more information, call: (757) 490-7777. Please be sure to follow VIcom on Linked In.

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Keywords: Zoom, Immersive View, Video Conferencing