With the customer experience quickly overtaking price and products as a key brand differentiator, companies are paying closer attention to their customer service programs, and in particular both the level and quality of service delivered by their contact centers. To maintain a high standard of service, many companies use a number of performance metrics such as calls offered, calls handled, duration, and average queue length. And although these details are helpful, they often offer limited customer insight. The ability to understand customer preferences (as well as why, when, and how they are interacting with a brand) is also crucial to truly drive success in the contact center. And one of the best ways to achieve this is by leveraging contact center analytics.
In this article, Michael DeFrances, Technical Project Manager at Mediu, a leading software and professional services company for the contact center industry and an Advanced Tier Genesys partner, shares what contact centers need today in order to grow. DeFrances also discusses with VoIPReview.org how Mediu is helping contact centers achieve peak performance with their range of solutions.
Building Efficiency in Contact Centers
Customer service has always been vital to the success of any organization, but with the changing expectations of consumers and the popularity of social media, keeping a customer happy and satisfied is more important than ever before. This is one of the reasons why contact centers today need to transform from being mere call-taking centers and move towards becoming the primary hub of customer interactions, which in turn helps brands build and strengthen their customer relationships.
To ensure maximum efficiency, productivity and high-quality customer service in contact centers, DeFrances believes that technology is key. “The biggest growth potential for contact centers today is to embrace new technologies," DeFrances said. "They need expert resources who can guide them through this process to ensure they’re meeting both the objectives of the business and the customer.” And for DeFrances, embracing the power of data analytics is crucial not only for improving customer service but also the company’s revenue. “Contact centers need to derive more data from their interactions today in order to grow," explained DeFrances. "This will give them the insights to make better decisions on how and where to invest. They need to make investments in technologies, and work with experts to ensure the objective they’re trying to achieve is attainable based on the variables identified."
Certainly, contact centers will benefit from the data derived from their analytics tools in providing better support and guidance for agents, notifying managers when customers are unhappy and ensuring clients are satisfied. The biggest challenge with deploying analytics in conjunction with a contact center solution, however, is choosing from the vast range of options available in today's market. To answer this challenge, Mediu, an industry leader in developing, managing, and customizing contact center environments, is offering analytics and tools that can help businesses unlock the full potential of their customer engagement hubs.
Making Contact Centers Smarter with Mediu
Headquartered in Columbus, Ohio, Mediu is transforming contact center operations and performance through the use of proven analytics and custom tools. “Our analytics offerings help customers to identify gaps in their operations practices, while our custom tools help customers improve their contact center performance," said DeFrances.
Mediu Analytics is the company’s advanced analytics solution that gives companies real-time data that can be used to develop and implement smarter business decisions to improve customer satisfaction and contact center performance. From uncovering buying trends, understanding the correlation between promotions and call center volume, and even measuring the impact of contact center on sales, Mediu Analytics can give businesses the powerful insights and intelligence they need. DeFrances says Mediu approaches analytics in three steps:
- First, Mediu gains an understanding of what specific information a business needs from the contact center to help achieve their desired goals.
- Then, with this understanding, Mediu targets the analysis to boost the contact center's ability to collect the data needed.
- Last, Mediu customizes a Data Analytics Solution that gives the team hands-on data they need through a user-friendly dashboard.
For contact centers that place heavy emphasis on uptime but cannot afford to proactively monitor it, Mediu offers Mediu Assurance. “Mediu Assurance is a proactive remote management service that keeps your contact center running smoothly while you focus on growing customer relationships,” explained DeFrances. With Mediu Assurance, contact centers can maximize uptime, get aggressive response time service levels, and have ongoing access to Mediu subject matter experts, among others. This helps businesses avoid costly threats and problems.
In addition to offering innovative analytics and custom tools, Mediu has also chosen to partner with Genesys, an undisputed leader in contact center tools and technologies. DeFrances says: “Genesys, unlike many other brands, offers a wide variety of options to their customers. Customers can choose what OS, DB, etc. they would like to use, whereas most other contact center platform providers have more rigid constraints. Furthermore, Genesys’ ability to use attached data to help make routing decisions and gain reporting insights offers a marked advantage over other platforms. Overall, Genesys provides a great platform and product, but the ability to customize the product into something unique is where Mediu thrives.”
The Changing Contact Center Space
DeFrances believes the industry will continue to undergo a transformation thanks in part to the various trends on the rise in the contact center space; particularly in reference to the move to the cloud and the shift to true omni-channel contact centers.
- Shift to the cloud: “Mediu is on the forefront of these trends, and have familiarized ourselves with many cloud environments and their respective offerings, giving us the ability to perform deployments of infrastructure components and micro-services in cloud environments," said DeFrances.
- Shift to true omni-channel contact centers: “In regards to omnichannel, there are many nuances of this offering which traditional contact centers have not had to plan or account for in the past. Mediu works to help businesses understand and determine staffing needs and requirements based on the need for blended agents in an omnichannel environment. Through our analytics practice and available Genesys WFO tools, we are able to provide solutions to identify areas in need of improvement. Often times, through the proper use of tools, we are able to identify and resolve issues prior to them resulting in negative business impacts.”
To learn more about Mediu and their range of solutions, please visit Mediu’s website.
Founded in 2003, Mediu is a leading software and professional services company for the contact center industry. The company employs over 30 people and is a value added partner of Genesys, the Gartner worldwide leader in Contact Center Infrastructure amongst other reputable partners in the contact center industry. The company is headquartered near Columbus, Ohio and provides practices in professional services, development, analytics and reporting, and maintenance and support.