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How To Choose The Right Technology
While there are multitudes of technological solutions on the market, it is important that businesses make an informed decision about the right technology for their contact centre. When choosing to invest in new technology or software, a company should begin by involving the right people to make the decision. Gaining insights from multiple sections of the business and forming a cross-functional team of decision-makers ensures that the chosen technology will work for every department in the organisation, not just a select few. Existing contact centre staff and representatives from teams such as marketing, sales, HR, IT and finance should all be consulted.
As well as the company’s immediate requirements, long term goals should be considered when choosing new technology. It is important that the chosen solution can grow with the organisation. It is equally vital that the ultimate objective of customer service is prioritised and all technologies are considered in this frame.
Some key factors to consider when choosing new technology for a company’s contact centre include customisations, integrations and compatibility, and customer support. Customers prefer a personalised and individual experience, so being able to tailor engagement tools and add advanced features is vital. Integration with a company’s existing CRM and other business applications makes the process of using new technology much smoother and ensures an easy transition for both employees and customers. And software providers should provide comprehensive customer support, with extensive training and ongoing assistance when required.
Boosting Productivity And Efficiency
Using advanced and innovative technology can improve the productivity of a business contact centre, allowing staff to solve problems more quickly and decreasing waiting times for customers.
When choosing new technology solutions, decision-makers should consider how the new software will optimise live customer service agents. Technology such as screen recording can save time for agents, allowing them to troubleshoot issues and demonstrate products to customers without the need for written instruction.
Similarly, software that keeps records of customer interactions saves agents time by giving them all the required information upfront, preventing the need to ask customers repetitive questions.
Additionally, technology can identify areas for process improvement, allowing a business to streamline their operations and improve productivity in the long term. It is important to listen to current contact centre staff members and ask for feedback on new solutions. If a new program is making their job more complicated or difficult, it will not achieve the company’s goals.
Improving Customer Experience
It is vital for any businesses to offer a fast, friendly and effective customer service experience. Offering a premium service increases customer retention, new business acquisition, and profitability.
Innovative technology can help improve excellent customer service through making the customer service experience smooth, quick, and eliminating frustrations. This can be achieved through technologies that offer omnichannel engagement, allowing customers to contact the business through their preferred method such as phone, email and live chat.
AI can assist in routing customers to the correct agent to solve specific problems, preventing double-handling and a lengthy customer engagement. Software such as screen sharing and co-browsing can be used to quickly diagnose and solve problems.
Finally, technology that collects data provides better analytics for management to consistently improve the customer experience.