The secret to powering up your customer experience (CX)

The Top 5 contact centre must-have capabilities that will transform customer experience (CX)

The awkward truth about CX

Today’s contact centres must deliver an outstanding customer experience (CX), time and again. The stakes have never been higher.

People’s expectations are soaring, while their patience is dwindling. Research suggests that 96% of customers would leave a business if it gives them bad service.

However, happy customers are likely to recommend businesses they value. In fact, increasing customer retention by just 5% can see profits rise by up to 95%.

But here’s the awkward truth…

Some organisations are failing at CX, even after spending a fortune on new contact centre technology. Queues persist, customers fume and loyalty is evaporating.

At the same time, other companies are getting it right. They’ve taken
a completely different approach with their contact centre tech.
They’ve powered up their CX — and it’s paying off.

What do customers really want?

While every customer journey is different, there are some common themes.

Typically, customers want:

Speedy resolutions
Personalised service

But these expectations are changing. Customers now
expect to choose their contact channel
– and then shift between channels, at any time,
while the conversation continues seamlessly.

It’s a profound change… and some contact centres are buckling, under the weight of expectation and complexity, as
they try to deliver these omnichannel experiences.

Contact Centre Channels
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“What’s the hold-up?”

Consumers use mobile tech for shopping, entertainment, travel and dating. It fits snugly with their lifestyles and is available on-demand.
They question why other companies are failing to meet their needs in the same way.

After all, the tech is out there, right?

The No.1 CX Headache

Does the image below look familiar? Right now, many companies’ contact centre infrastructures probably look something like this…

Multiple contact channels operate in silos, creating data that’s stored in different places. This leads to a frustrating mismatch.

data silos

Customers have often been on a long journey, via several touchpoints, before interacting with an agent. But agents can only access data from one source at a time.

Patience wears thin as customers have to repeat themselves, putting your future business with them at risk. In fact, studies suggest that 73% will reconsider their relationship with a business if they have to restate their problem over and over again. Agents are sometimes unable to resolve
issues quickly — because key information is held on other systems. Each time they record a problem, it results in another duplicate record.

Shiny new platform, same old problems!

Some organisations get a nasty shock after moving to a new contact centre that’s promised a host of benefits. They’ve waited months, retrained teams and even had to swap out other perfectly-adequate systems in their stack to fit with the new platform. And yet, key channels and data remain disconnected, with customers and agents adrift.

Studies suggest 73% of customers will reconsider their relationship with your
business if they have to restate their
problem over and over again.
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The secret is a simple one

The way to power up your CX is to find a contact centre solution that keeps all your channels and data connected continuously.
This doesn’t just mean choosing a platform that only works with the newest parts of your stack.
It’s about stitching everything together, including legacy systems and siloed data that’s lived in isolation for years.

So often,
organisations miss
this fundamental
requirement when
purchasing new
Every fragment of
data — that might
matter to customers
and agents — should
be readily available,
today and in the future.
The best contact
centre platforms
will sit above the
rest of your stack,
connecting every

You don’t need to rip and replace existing or recently deployed systems. You can connect to them – and get more value from them.

Let’s explore the 5 key capabilities required for any new contact centre solution

#1 – You’re able to break down data silos and get systems working together easily.

Simplicity is the watchword here. The contact centre platform you choose should give you tools that get systems talking — without being slow, disruptive or costly.

That could mean bringing together your CRM, helpdesk, case management systems, databases, telephony, chat tools, social media and a variety of other systems.

The best contact centre tech will be agnostic; the connection process quick and intuitive, with any systems and channels you’re using, today or tomorrow.

The good news is, you don’t need an army of expensive integration specialists — or need to hire them every time something changes in your stack. Low-code tools can be used for the job.

Putting your strategy on the right path

  • You can avoid data duplication. Now there’s just one version of the truth, shared among systems, that’s trusted by everyone.
  • Customers feel listened to, remembered and understood whenever they get in touch.
  • You can help future-proof your stack, because your contact centre will integrate easily with new channels and other tech added over time.

#2 – You can simplify and enhance the agent experience.

With the best contact centre tech, your agents can access all channel interactions and data via a single pane of glass — and serve customers better.

Leading contact centre tech should come free from bloated software or fiddly features, that agents and managers are unlikely to use.

Agents should get intuitive, uncomplicated tools from day one, with everything in one place. As a result, they can keep pace with soaring customer expectations.

This means no more switching between screens (or cut-and-pasting data) while customers are kept waiting. Instead, agents can focus 100% on delivering swift resolutions and a great, all-round CX.

22% of contact centres are dealing with attrition rates of over 30%, compared to only 16% in 2020.

It’s essential to balance customer needs with the wellbeing of agents — around 89% of whom are now working remotely. Improving the agent experience will help to you to retain experienced staff and tomorrow’s rising stars.

#3 – Robots are an agent’s best friend. You can use them alongside your human team.

The new breed of contact centre platform will have artificial intelligence and robotic process automation (RPA) features, when
you need them.

By blending human and robot interaction seamlessly, you get great tech and can deliver an excellent customer and agent experience.

Very quickly, it’s possible for automation to handle a host of monotonous tasks. This frees up your human agents for more complex conversations, where delivering a great CX counts the most.

Doing more with less: How automation can boost your productivity

With low-code tools and RPA, you can:

  • Create new call routing strategies in moments, with drag-and-drop actions and conditions
  • Use smart call/chat queuing and routing to triage and match each enquiry to
    the right agent
  • Deploy chatbots through web and social media to handle simple queries
  • Automate repetitive tasks, such as updating account information, issuing invoices or
    post-call wrap-ups and other tech added over time.

#4 – You can stay in control and begin to shape your CX culture.

A fully joined-up contact centre is critical for creating an agile, enabled CX culture that benefits customers. You can bring together processes, technologies, business functions and personal empowerment — and become more effective in every interaction.

That single pane of glass is perfect for managers. You can oversee your team’s performance and workflow with a consolidated view of all interactions. It’s simple to generate reports in moments to identify new ways to boost customer satisfaction. You can also adopt and embed new customer service initiatives with ease.

Making omnichannel engagement a reality

85% of organisations want to move to omnichannel/connected journeys — but many struggle to get there. With the right tech, you can unite and manage all your channels in one place.

Working remotely with Microsoft Teams

Top tech should include simple integration with services like Microsoft Teams, including direct routing telephony, to save you money. This gives you a powerful path to more effective collaboration and improved productivity.

#5 – You can keep innovating in your contact centre and beyond.

Here’s something remarkable: the same low-code tools that stitch together your contact centre processes can also be used to deliver more innovation and unify other areas of your business. You can adopt a step-by-step approach…

Step 1: Enhance your
contact centre

Which functions do your contact centre operations touch? With the right tech, you’ll
bring in relevant, timely data from your help-desk, billing, payments, sales and marketing.

Step 2: Add

You can quickly deploy and configure more self-service and agent-assisted digital
channels to complement your voice
and email channels.

Step 3: Transform
your business

Use your momentum. The same low-code tools can be used to connect and automate other business processes – far beyond your contact centre – to drive efficiency and save money.

What is low-code?

Low-code development platforms have the
potential to create apps as much as 10 times faster
than traditional methods.

Tools can be used by team members without special app coding expertise.

A drag-and-drop user interface makes it easy to handle data and workflow processes, building apps that deliver a great user experience.

Low-code tools also enable robotic process automation (RPA) and harness artificial intelligence. Your team can deliver continual innovation to your organisation in response to changing needs.

Why you need to know about low-code

It’s time to power up your
customer experience (CX)

With the right strategy and technology, you can eliminate silos, access essential data and delight customers. That’s the secret to powering up your CX.

Our tech is created in the UK, with security at its core, and is
based on 20+ years of listening and responding to our
customers’ CX needs.

Netcall’s Liberty Converse contact centre solution gives you everything you need to take your CX to the next level. You’ll also save time, money and resources.

The beauty is you don’t have to rip and replace swathes of your technology stack; you can get started with your existing infrastructure.

Looking to power up your CX?

Take the next step. See Liberty Converse in action, get in touch to see a demo.

What’s different about
Liberty Converse?

Hundreds of organisations benefit from our platform and tools:

  • We keep it simple, providing features that our customers actually want and need
  • You can take back control and self-manage as much or as little as you want
  • Customers tell us we are the easiest-to-use contact centre system on the market
  • We have a 99% customer retention rate.
It (Liberty Converse) has provided
our customer-facing teams with much more visibility, has improved morale and provided much more flexibility and opportunity to drive benefit to our
overall customer experience.

– Andrew Parker, VP of IT, Clinigen

Gain a sustainable CX advantage:
Discover more today

Liberty Converse delivers a system-agnostic contact centre platform that will integrate with your existing set-up. You can start saving time and money, while delivering a phenomenal customer experience (CX). Get in touch with our helpful team for a no-obligation conversation.
We’d love to share more of our secrets with you…

Dreams logo salmon background
This CX focus is why we ended up choosing Netcall. And the technology has been proven. At Dreams, the name Netcall has become synonymous for successful projects. With Liberty Converse, we got everything that we were promised and it has worked so well for us.
East Midlands Railway
It’s now easy for us to make changes ourselves, which was impossible before. Our agents can now deliver their best service and they are also empowered to suggest new additions to enhance our delivery to customers even more.
The secret to powering up your cx
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