Resources For You

  1. 5 Essential Marketing Strategies for VoIP Businesses

    5 Essential Marketing Strategies for VoIP Businesses

  2. 5 Technologies Set to Revolutionise Webphones

    5 Technologies Set to Revolutionise Webphones

  3. 5 Unique Types of VoIP Gateways Explained!

    5 Unique Types of VoIP Gateways Explained!

  4. 5 Ways a Cloud PBX System Benefits Remote Work

    5 Ways a Cloud PBX System Benefits Remote Work

  5. 5 Ways SBCs Facilitate Unified Communications as a Service

    5 Ways SBCs Facilitate Unified Communications as a Service

  6. 5 Ways to Optimise ASR To Grow Profitability

    5 Ways to Optimise ASR To Grow Profitability

  7. 7 Additional Important Components of a VoIP Carrier Network Explained

    7 Additional Important Components of a VoIP Carrier Network Explained

  8. 7 Important Factors to Consider When Implementing LCR

    7 Important Factors to Consider When Implementing LCR

  9. 7 Ways to Optimize AHT

    7 Ways to Optimize AHT

  10. 9 Key Functions of an SBC Explained

    9 Key Functions of an SBC Explained

  11. 10 Factors to Consider While Choosing a Webphone

    10 Factors to Consider While Choosing a Webphone

  12. 10 Important Components of a VoIP Carrier Network Explained

    10 Important Components of a VoIP Carrier Network Explained

  13. 10-Point Security Checklist for VoIP Carriers

    10-Point Security Checklist for VoIP Carriers

  14. 10 Tips For Effective Implementation of LCR

    10 Tips For Effective Implementation of LCR

  15. 10 Webphone Features that Benefit Your Business

    10 Webphone Features that Benefit Your Business

  16. An Out of the Box Telecoms Network

    An Out of the Box Telecoms Network

  17. Are Call Centers Still Relevant in 2023?

    Are Call Centers Still Relevant in 2023?

  18. Automated Dialler vs Manual Dialler - Knowing the 7 Key Differences

    Automated Dialler vs Manual Dialler - Knowing the 7 Key Differences

  19. Call Center vs Contact Center - Understanding the Differences

    Call Center vs Contact Center - Understanding the Differences

  20. Choosing SIP over TCP,TLS and UDP in 2022

    Choosing SIP over TCP,TLS and UDP in 2022

  21. Class 4 Softswitch vs Class 5 Softswitch - Understanding the Difference

    Class 4 Softswitch vs Class 5 Softswitch - Understanding the Difference

  22. Combatting Covid-19 with Carrier-Grade Communications Solutions to Help Users Work Remotely

    Combatting Covid-19 with Carrier-Grade Communications Solutions to Help Users Work Remotely

  23. Comprehensive Cloud Softswitch Documentation

    Comprehensive Cloud Softswitch Documentation

  24. ConnexCS expands AnyEdge SIP Load Balancer to India

    ConnexCS expands AnyEdge SIP Load Balancer to India

  25. ConnexCS for Africa

    ConnexCS for Africa

  26. ConnexCS WebPhone SDK Connector

    ConnexCS WebPhone SDK Connector

  27. Discover the Different Types of NAT: An Essential Guide for Network Administrators

    Discover the Different Types of NAT: An Essential Guide for Network Administrators

  28. Discussing the Future and Top 9 Benefits of WebRTC

    Discussing the Future and Top 9 Benefits of WebRTC

  29. DNO And DNC Lists - Everything Carriers Should Know

    DNO And DNC Lists - Everything Carriers Should Know

  30. Email and SMS Alerts

    Email and SMS Alerts

  31. Employers' Guide to Winning at Remote Work

    Employers' Guide to Winning at Remote Work

  32. Exploring the Top 10 Types of Web Phones in 2023!

    Exploring the Top 10 Types of Web Phones in 2023!

  33. False Answer Supervision Detection - The Ultimate Tool for Preventing VoIP Fraud

    False Answer Supervision Detection - The Ultimate Tool for Preventing VoIP Fraud

  34. Far-End NAT Traversal - An In-Depth Guide

    Far-End NAT Traversal - An In-Depth Guide

  35. Feature Releases for June 2024

    Feature Releases for June 2024

  36. From Cost Savings to Mobility - 15 Benefits of Web Phones for Businesses

    From Cost Savings to Mobility - 15 Benefits of Web Phones for Businesses

  37. Get Your FCC Registration Number in 5 Easy Steps!

    Get Your FCC Registration Number in 5 Easy Steps!

  38. How to Build Your API on ConnexCS

    How to Build Your API on ConnexCS

  39. How to Build Your Own Dialer (BYOD) – Part 1

    How to Build Your Own Dialer (BYOD) – Part 1

  40. How to Establish a VoIP Interconnect in 10 Easy Steps

    How to Establish a VoIP Interconnect in 10 Easy Steps

  41. How to Get Operating Company Number (OCN) in 4 Easy Steps

    How to Get Operating Company Number (OCN) in 4 Easy Steps

  42. How to Identify Robocall Scam Traffic - A Comprehensive Guide for Telecom and VoIP Operators

    How to Identify Robocall Scam Traffic - A Comprehensive Guide for Telecom and VoIP Operators

  43. How to Improve CX? Ensure your Call Center Agents are Happy!

    How to Improve CX? Ensure your Call Center Agents are Happy!

  44. How to Prepare for a VoIP Network Security Audit

    How to Prepare for a VoIP Network Security Audit

  45. How to Properly Prepare for Setting up a VoIP Interconnect

    How to Properly Prepare for Setting up a VoIP Interconnect

  46. How to Register for the Robocall Mitigation Database: A step-by-step guide!

    How to Register for the Robocall Mitigation Database: A step-by-step guide!

  47. How to Successfully Implement LCR is 5 Easy Steps

    How to Successfully Implement LCR is 5 Easy Steps

  48. How Using Web Phones Can Benefit These 10 Industries?

    How Using Web Phones Can Benefit These 10 Industries?

  49. Importance of Balancing Cost Minimization and Reliable Call Quality when implementing LCR

    Importance of Balancing Cost Minimization and Reliable Call Quality when implementing LCR

  50. Introducing ConnexCS WebPhone

    Introducing ConnexCS WebPhone

  51. Introducing ConneXML - The Best TwiML Alternative

    Introducing ConneXML - The Best TwiML Alternative

  52. Introducing Smart CLI Select - An Effective Way to Improve your ASR

    Introducing Smart CLI Select - An Effective Way to Improve your ASR

  53. LTE vs VoLTE: Diving Into The Differences

    LTE vs VoLTE: Diving Into The Differences

  54. Operating Company Numbers (OCN) - Understanding Function, Importance and Relevance

    Operating Company Numbers (OCN) - Understanding Function, Importance and Relevance

  55. Populating Our Support Area With Cloud Softswitch Video Guides

    Populating Our Support Area With Cloud Softswitch Video Guides

  56. Predictive Dialler vs Progressive Dialler - Understanding the Differences

    Predictive Dialler vs Progressive Dialler - Understanding the Differences

  57. Preview Dialler vs Power Dialler - Understanding Top 5 Differences

    Preview Dialler vs Power Dialler - Understanding Top 5 Differences

  58. Rate Card Profit Assurance

    Rate Card Profit Assurance

  59. Redundant Redundancies (Backups of backups)

    Redundant Redundancies (Backups of backups)

  60. Revolutionise Your Outbound Calls - 8 Types of VoIP Diallers Explained

    Revolutionise Your Outbound Calls - 8 Types of VoIP Diallers Explained

  61. Scalability – Grow at Speeds That Suit You

    Scalability – Grow at Speeds That Suit You

  62. ScriptForge – Javascript Routing

    ScriptForge – Javascript Routing

  63. Simplifiying our Softswitch Pricing

    Simplifiying our Softswitch Pricing

  64. SIP 101 - The Best Guide of 2022

    SIP 101 - The Best Guide of 2022

  65. The 3CX Supply Chain Attack - Understanding Everything That Happened

    The 3CX Supply Chain Attack - Understanding Everything That Happened

  66. The 5 Best Strategies for Mitigating Robocall Scams

    The 5 Best Strategies for Mitigating Robocall Scams

  67. The Anatomy of Robocall Scams

    The Anatomy of Robocall Scams

  68. The Art of Cost Optimization - Least Cost Routing and Its 7 Benefits

    The Art of Cost Optimization - Least Cost Routing and Its 7 Benefits

  69. The Best Multi-POP Cloudswitch

    The Best Multi-POP Cloudswitch

  70. The Essential Guide to Business Continuity Plans for VoIP Carriers

    The Essential Guide to Business Continuity Plans for VoIP Carriers

  71. The Essential Guide to Implementing STIR/SHAKEN

    The Essential Guide to Implementing STIR/SHAKEN

  72. The Ultimate Guide to STIR/SHAKEN

    The Ultimate Guide to STIR/SHAKEN

  73. Timeout Protections (SIP Ping, SST)

    Timeout Protections (SIP Ping, SST)

  74. TLS and 2FA Security on the ConnexCS Platform

    TLS and 2FA Security on the ConnexCS Platform

  75. Top 5 Alternative Marketing Strategies for VoIP Businesses

    Top 5 Alternative Marketing Strategies for VoIP Businesses

  76. Top 5 Call Center Challenges and How To Overcome Them

    Top 5 Call Center Challenges and How To Overcome Them

  77. Top 5 Important Types of VoIP Gateways Explained

    Top 5 Important Types of VoIP Gateways Explained

  78. Top 7 Strategies For Ensuring Call Quality While Minimizing Costs with LCR

    Top 7 Strategies For Ensuring Call Quality While Minimizing Costs with LCR

  79. Top 9 Indicators that Help You Identify a Bad Carrier

    Top 9 Indicators that Help You Identify a Bad Carrier

  80. Top 10 Points of Differences Between a Traditional and VoIP Carrier

    Top 10 Points of Differences Between a Traditional and VoIP Carrier

  81. Top 10 Types of Robocall Scams Explained!

    Top 10 Types of Robocall Scams Explained!

  82. Top 10 VoIP Vulnerabilities You Must Know About

    Top 10 VoIP Vulnerabilities You Must Know About

  83. Understanding Global RTP Servers (Lowest Latency Possible, High Availability)

    Understanding Global RTP Servers (Lowest Latency Possible, High Availability)

  84. Understanding Network Address Translation (NAT) - A Beginner's Guide

    Understanding Network Address Translation (NAT) - A Beginner's Guide

  85. Understanding the 9 Key Objectives of a VoIP Network Security Audit

    Understanding the 9 Key Objectives of a VoIP Network Security Audit

  86. Understanding the Complete Scope of a VoIP Network Security Audit

    Understanding the Complete Scope of a VoIP Network Security Audit

  87. Understanding the Crucial Role of Session Border Controllers in Carrier-Grade VoIP Networks

    Understanding the Crucial Role of Session Border Controllers in Carrier-Grade VoIP Networks

  88. Understanding VoIP Anycast Load Balancing

    Understanding VoIP Anycast Load Balancing

  89. Understanding What a PBX System is and How it Benefits Your Business

    Understanding What a PBX System is and How it Benefits Your Business

  90. VoIP Carrier Network Components - Understanding Session Border Controllers

    VoIP Carrier Network Components - Understanding Session Border Controllers

  91. VoIP Carrier Network Security - How to Conduct Security Audit?

    VoIP Carrier Network Security - How to Conduct Security Audit?

  92. VoIP Carrier's Ultimate Guide to Cleaning Up Their Traffic

    VoIP Carrier's Ultimate Guide to Cleaning Up Their Traffic

  93. VoIP Interconnects - Learning How VoIP Carrier Connect and Exchange Traffic

    VoIP Interconnects - Learning How VoIP Carrier Connect and Exchange Traffic

  94. VoLTE - An Evolution in Voice Communication

    VoLTE - An Evolution in Voice Communication

  95. WebPones Explained: Understanding Web-Based Telephonic Communication

    WebPones Explained: Understanding Web-Based Telephonic Communication

  96. WebRTC 101 - The Best Guide for Beginners

    WebRTC 101 - The Best Guide for Beginners

  97. What Are SIP Traces - A Beginners Guide

    What Are SIP Traces - A Beginners Guide

  98. What Are The Top 10 Essential Call Center KPIs?

    What Are The Top 10 Essential Call Center KPIs?

  99. What Are VoIP Gateways and How Do They Work? A Comprehensive Guide

    What Are VoIP Gateways and How Do They Work? A Comprehensive Guide

  100. What is a Contact Center and Why Does Your Business Need One?

    What is a Contact Center and Why Does Your Business Need One?

  101. What is Robocall Mitigation Database? A Guide for Carriers and VoIP Operators

    What is Robocall Mitigation Database? A Guide for Carriers and VoIP Operators

What is a Contact Center and Why Does Your Business Need One?

If you’re someone who is into customer service, sales, support or customer success, you must have noticed the changing trends in the industry.

Most people will point at technology as it has been the primary driver for other changes. However, for all the customer-facing business operations, it is the changing demographics.

To put it more clearly, consumer expectations are changing. Millennials and GenZ have become the bulk of consumers in the market. Thus, the market had to align itself with their expectations.

Now these younger generations do everything differently. Interacting with brands and businesses in one such avenue.

This change in consumer expectations led to the rise of Contact Centers.

Not many know what Contact Centers are, what they do or why they even came to be. I will be answering all these questions in this article!

What is a Contact Center?

A Contact Center is a department/team within an organization that handles all the inbound and outbound customer interactions. Unlike traditional customer-facing operations, a contact center handles interactions across all channels of communication.

These channels include voice, text, video, social media platforms, email, web chat, etc. Contact Centers not only handle interactions but curate and provide a positive and consistent omnichannel customer experience.

The use of advanced technology, automation and data analytics is quite extensive in a Contact Center. This is done to enable personalization to a high degree.

Almost 80% and more customers stated that they would buy from brands providing a personalized experience. Thus, by ensuring personalization, contact centers are adding to your business’s revenue directly.

It's fair to say the contact centers leave no stone unturned to ensure the delivery of the best possible customer experience.

Now you know what a contact center is and what it does. Let us understand all the trends that make Contact Centers relevant and important.

Top 5 Reasons Why Contact Centers Have Become Relevant and Important

A simple answer to that would be the changing expectations. However, we will dive into the major driving forces to understand this trend better.

1. The Dominance of Social Media Platforms

Demographic Breakdown of Social Media Users

There are about 4.26 Billion social media users in the world. Of these 4.26 Billion, about 60%-70% of the users are aged 30 and below. The change in the consumer composition of the global market is quite visible on the social media front as well.

With the rise of the use of social media, consumer expectations have changed. Younger generations expect everything from customer support and business promptly and instantaneously.

Most customers interact with brands through social media. Twitter and Instagram are prime examples of this.

2. Technology has Raised the Bar for Customer Service Expectations

Be it Google, Siri, Alexa or Bixby, these virtual assistants have made our lives easy. Finding answers to any questions has become a matter of asking these assistants for them.

Such advances in technology have made consumers more demanding and impatient. As a result, consumers expect a lot more from Customer Service than they used to a few years ago.

Customers are not only looking for answers now but they expect these answers quickly and presented in the best manner possible in the way they like.

3. Customers are Giving Preference to Self-Service Options

Customer prefer self-help

To say the younger generations are a bunch of anxious people with dwindling social and communication skills would be an understatement.

I know most of us rehearse our orders before we even go up to the counter. So it's no surprise that younger generations want to become self-sufficient and solve their own problems.

Contact Centers provide these options to the customers. There are FAQ pages, troubleshooting guides, IVRs, etc. that customers can use to solve their issues.

Thus, a Contact Center will not only save your business on time but also on crucial business resources.

4. The Rise of Always-Available Culture

While it was the internet that connected the world, it was the smartphones that brought users online at all times. This single thing impacted customer expectations the most.

Social media, entertainment and other services were available on the internet 24/7. The fact that some services were always available meant other services and businesses had to follow suit.

You cannot run a call center 24/7. It is not only resource intensive but highly inefficient. Contact Centers on the other hand are different. You can have a Contact Center running 24/7 at minimal costs and workforce requirements.

5. Higher Expectations for Omni-Channel Customer Service

Customer Expectations for Omni-channel Experience

If a customer has run into some problem with your product, chances are they will try to reach out to you on multiple social media platforms.

Users love to hop from one social media platform to another. As a business, you have to ensure that the customer experience you deliver is consistently positive and personalized across different platforms.

This can be achieved with a Contact Center by using features such as a single customer view and customer interaction history across all communication channels.

Well, now you know why Contact Centers have become relevant and important for businesses. Let’s find out all the benefits a business can get by opting for one!

5 Ways Businesses Benefit from a Contact Center

We’ve covered all the reasons why a Contact Center has become important for businesses. However, that’s not the only reason why your business should have a Contact Center.

There are many benefits your business will experience by opting for a Contact Center.

Let’s discuss these benefits in detail now, shall we?

1. Superior Customer Engagement

Benefits of Customer Engagement

Customer Engagement has become very important for businesses. When all your competitors are online and trying to lure away existing and potential customers, you should be proactive and thwart their efforts.

Besides, customer engagement translates into more revenue for your businesses. Businesses that regularly engage with their customers through multiple channels reported up to 20% growth in revenue.

With a Contact Center, you can engage with the customers in a far superior manner compared to any traditional methods. This way you can add to the business’s revenue directly.

2. Quicker Customer Support

Customer prefer quick support

Being prompt to customer queries and difficulties is important. As highlighted before, the younger generations want everything instantaneously.

Now, customers can approach your business using different platforms and channels. A Contact Center allows you to have every customer interaction in one central location.

This makes it easy for customer service executives to provide a prompt response to any customer queries irrespective of the channel of communication.

A study conducted recently found that a single poor experience was enough for 32% of customers to switch brands. Thus, ensuring quicker and prompt customer support will enable you to retain customers properly.

3. Enhanced Customer Experience

Benefits of Good Customer Experience

We’ve been seeing the trends and know how important customer experience has become in the past few years.

Over 80% of the customers have stated that they are willing to pay more for a better customer experience. Thus, we know that customer experience plays a vital role in the purchase decision for any customer.

With a Contact Center, you can monitor and manage the customer experience proactively. This will now only enable your business to retain existing customers but also help you convert potential ones.

A contact center allows you to communicate with your customers in a more personalized manner than any traditional method. This further enhances the customer experience that your business is delivering.

4. More Up-sell and Cross-sell Opportunities

Benefits of Up-sell and Cross-sell

Up-selling and cross-selling are tremendously beneficial for your business. It all comes down to identifying the right opportunities and presenting the right solutions.

Contact centers allow you to be actively in touch with all your existing customers. Thus, it becomes easy to spot opportunities for up-selling and cross-selling.

Moreover, your business has already established trust with the existing customer. This makes it easy for you to influence their purchase decision.

Contact centers allow you to portray yourself as a reliable solutions provider as you’re able to resolve customer issues promptly and add to their customer experience. This further adds to your chances of converting these opportunities.

5. Single Customer View and Better Analytics

A contact center becomes your primary and central point of all customer interactions. This enables you to eliminate all data silos and have all important customer information in one place.

There are two benefits to this. First of all, by leveraging analytics, you can utilize all the customer data to serve them with an improved and more personalized customer experience. This directly adds to your business revenue.

Secondly, as all the data is available in the same place, it can be analyzed and used to improve other areas of the business as well.

Moreover, with a contact center, it is far easier to collect feedback from existing and potential customers frequently.

With that, we’ve covered the top 5 ways businesses benefit from a contact center.

Conclusion

If you want to win at customer experience and consolidate the future of your business, you need to opt for a Contact Center.

There are more benefits to a Contact Center than the ones I have mentioned above. You can experience a lot of business growth and directly add to your business revenue by opting for and deploying a contact center.

The new age of customer service has begun and you can benefit from it!