VSA searched for a single contact center platform that would eliminate the inefficiencies created by using various CRM systems and dialer capabilities not at all suited for a unique client this company needed to support. With the existing systems, VSA would have been developing manual and time-consuming work-around processes. Convoso provided VSA with the solution it was looking for to streamline its operations, but also providing new capabilities that ultimately increased productivity and enabled growth:
While call center technology has done a great deal to make business simpler and more streamlined– it can also complicate your interactions with your clients. In some cases, the technology that’s meant to make life easier can cause frustration with your customers, leading to angry phone calls and the potential for customer service nightmares.
A reputable B2B company recently received feedback indicating widespread customer concern they were not helping their customers remain on the cutting edge of their own industries. The company was so focused on trying to sell they lost sight of helping their customers stay informed on their new applications, new techniques for product use, and more. In an effort to resolve the issue, the company then implemented a “hardwire learning” initiative that included daily posts of “The Stall Street Journal” that were strategically placed within bathroom stalls located in their Customer Training Center. The initiative also included seeking ways contact centers could become major sources of customer learning.