Today’s world runs on a hybrid working environment with some employees working from home while others work in the office. This can be a challenge for businesses as they need to ensure that all employees are productive, and that customer service should not be compromised.
Client engagement has drastically changed post the pandemic period, making businesses very backbreaking. Companies are constantly under pressure to keep pivoting to new and efficient technologies that ensure swift operational functions and fulfill customer desires and meet their needs. 3CX has done its best to make the transition to a hybrid work environment easy and keep contact center operations as swift as possible.
One of the major advantages of  3CX is that is a software-based solution. The 3CX team is working around the clock to develop and add new features for its users. The addition of new functionalities is easy and quick and has no hardware costs included. Listed below are 7 ways in which 3CX can help managers to attain smooth contact center operations.
1. Centralized Multichannel Communication
Contact center agents must be provided with simple means to make and receive ‘contact’. If the communication system of the contact center includes multiple applications, web browser tabs, or systems, the agent may find it very difficult to switch between them while multitasking.
3CX understands this issue and offers an instinctive and simple-to-use web client – ‘3CX Web Client’ where all client interactions can align and take place. This includes a list of activities like making and receiving calls, replying to Live Chat, and responding to SMS and WhatsApp messages. Providing the agents with a single or centralized communication system to operate will ensure that they easily and naturally become more adept with the platform and perform much better.
2. IP Phone Options That Are Easy-To-Deploy
It is no doubt that 3CX supports a wide variety of IP phones and headsets globally. Contact center owners and managers can therefore choose the hardware that best fits their applications. It should also be noted that every one of the supported IP phones is fully tested by 3CX in-house teams. Automatic plug-and-play provisioning makes setup simple with absolutely no need for in-depth technical or networking knowledge. Business owners need not fear and can safely invest in 3CX because it is guaranteed that all devices will work straight from the get-go.
3. Customer Information At Your Agent's Fingertips
Client interactions could be troublesome for agents if they don’t have all the required information. This can be a result of either a breakdown in back-office systems or just a general lack of client information journaling.
To overcome this issue, 3CX provides many ready-to-set-up CRM integrations to its users along with a CRM integration wizard. This ensures that any REST-enabled system can be integrated effortlessly. With 3CX, agents can now not only offer a personalized greeting but also get immediate access to customer records during the CRM / ERP system integration process. This in turn results in faster resolution time and overall better customer experience
4. Routing Calls To The Correct Team
IVR systems were introduced to alleviate the pressure on switchboard operators. With the help of IVR, callers can navigate an auto attendant system with zero human intervention. This means that calls are quickly and swiftly delivered to the correct team or relevant department. 3CX offers easy-to-configure options to set up an IVR by simply using the drop-down actions available. In the case where a more advanced automated attendant is required, we have the ‘3CX Call Flow Designer’ in place that offers functionality including –
- Multi-Language Text-To-Speech & Speech-To-Text
- Automatic Outbound Dialer
- Voice Payment Gateways
- Database Lookup & Validation
5. Powerful Call Distribution
Driving a workforce is not always a piece of cake. Managers need to ensure that every agent is doing their fair share of work. At times an agent may feel like they are picking up others’ slack. This may be related to how customer queries are being allocated among the entire team. Calls and chat routing not being optimized in the right manner could result in some agents being bombarded with work while others are left thinking it is a quiet day. This can take a toll on employee performance and result in poor customer service.
3CX contact center technology combats this problem. With 3CX, the calls and chat messages can be routed to queues that offer 13 different polling (or delivery) strategies. Using these options managers can fairly distribute the workload among all the agents. A few of these polling strategies include:
- Longest Waiting
- Fewest Answered
- Skills-Based Routing
- Least Talk Time
- Hunt Random Start
6. Tracking Agent Performance
Even if the contact center uses the best technology, ultimately, agents’ performance is key to a smooth contact center operation. Every agent must put in the same amount of effort to ensure the SLA stats across the whole company is always up. However, in the practical world, with setting up a busy contact center, obtaining these stats could be tough due to time/target-based constraints. Assigning multiple managers to produce regular reports will get their focus off business-critical tasks.
3CX contact center reports enable managers to get regular and updated information on agents’ overall performance. These reports can be generated and shared on a daily, weekly, or monthly basis. They include –
- Agent Login History
- Average Queue Waiting Time
- Team Queue Lost Calls
- SLA Breaches & Statistics
- Abandoned Chat Messages
7. Effective Global Communications – Be It Remote Or Hybrid!
Working in different and dispersed working environments does come with its own set of challenges. But it is up to businesses to convert these challenges into advantages. Businesses that use 3CX as a virtual contact center have been able to deliver effective communications globally.
When it comes to cost-effective communication with colleagues, clients, and business partners around the globe, 3CX is a powerful solution. The tools like 3CX Video Conferencing or by streaming your conference on YouTube can help create a global workforce of remote/hybrid workers and ensure that the contact center can operate 24*7 without running an expensive office space.
Act Today – Choose Bits Secure IT As Your 3CX Partner!
If you’re looking for a powerful, secure, and affordable communications solution for your business, then look no further. 3CX phone system is indeed the perfect choice for your business communication needs. It offers a variety of features that make it the perfect partner for your business communication. 3CX is incredibly secure and uses the latest security technologies to keep your data safe. Deploy 3CX today for smooth contact center operations.
Bits Secure IT Infrastructure LLC is a leading platinum 3CX partner in Dubai and other UAE regions. We offer 3CX SBC Appliances, 3CX PBX Appliances, 3CX PBX/PABX Softphones, and more. We have our team of certified 3CX experts who are always available to help you if you have any questions or concerns about 3CX. You can rest assured that when you partner with Bits Secure, your communications will fly to the next level!
Contact us today to learn more about what 3CX can do for you!
