Every Contact Center needs higher productivity and to achieve this automation tools must be adopted efficiently. Here are the benefits and respective challenges of various tools.

1. WHATSHOULDYOUKNOWABOUT
CONTACTCENTERAUTOMATIONTOOLS

2. With interesting benefits automation tools also comes
up challenges that are faced by every organization.
Right balance in between the effective use of
automation tools and the contemporary customer
service needs is what calls for a perfect solution!
Contact Center
Automation Tools

3. H E R E A R E T H E W A Y S H O W C O N T A C T
C E N T E R T O O L S A R E A F F E C T I N G
B U S I N E S S P R O D U C T I V I T Y T O D A Y

4. BENEFITS
A customer can access the
answer to his query by
himself, leading to a stronger
connection with the
organization.
Lesser number of agents
required, hence cost saved
Agents can utilise the time for
other meaningful purposes.
CHALLENGES
Agents should be
prepared for more
challenging queries.
Customer may get
irritated at the end if
he doesn't get to talk
directly with the
agent.
Interactive Voice Response
(IVR)

5. CALL RECORDING SOFTWARE
BENEFITS
This tool helps in preparing
feedbacks and reports of the
communication happened
between the agent and
customer
Helps to improve agents
performance as they can
analyse the result accordingly
to a provide best answer next
time.
CHALLENGES
If the agent and the caller
speak different languages
or the caller is not that
sound in English language
then the reports can
mislead the agent
performance because of
communication gap.

6. BENEFITS
This tool routes the customer
to the agent with the needed
skills.
Leads to higher customer
staisfaction level.
CHALLENGES
Some agents may
have higher workload
(number of calls) than
others, leading to
lesser work efficiency.
Agents have to be
more careful about
their answers to fulfill
the customer
expectations.
SKILLED BASED ROUTING

7. WORKFORCE MANAGEMENT SOFTWARE (WFM)
BENEFITS
By analyzing the data this
software creates a schedule
according to which the call
center agents are made
available to the customers
whenever needed
Planned schedule and right
utilization of resources helps
to increase agent's as well as
overall business productivity
CHALLENGES
Agents might have to work
at odd hours to stay 24x7
available to the customers.

8. ABOUT US CloudSpace Technologies is a leading and
globally recognized provider of call center
hosting solutions.
We Offer a complete software-based call
center setup for the startups, SMBs, and
enterprise which includes predictive dialer,
auto dialer and inbound and outbound call
center.
For more information, visit:
www.callcenterhosting.in or call at
1-800-346-4974

9. Follow Us For More Great Content
Liked Us?
Follow us to find more content like this..