4 Upgrades Every Modern Call Center Needs

Published on: 12 May 2021 Last Updated on: 02 January 2025
Upgrades Every Modern Call Center Needs

During the past decade, more customers have leaned towards online shopping for both goods and services, creating new trends in customer service needs. As last year’s stay-at-home mandates dictated, many organizations used remote worker integration into the workforce, including those team members functioning as customer experience agents.

With both the customer and the service agent communicating from different locations, technologies have come along to provide easier workflow and accuracy for call center solutions. Here, we will look at 4 upgrades every modern call center needs.

1. Cloud Functionality:

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For complete integration into the normal workflow, new innovative companies have introduced call center software platforms that include cloud functionality. This is an important aspect of any digital customer service solution, as cloud storage and operations are ideal for both remote functionality and scalability.

While all contact center software includes a few of the same key features, providers such as Bright Pattern are powerful cloud contact center solutions, which is distinctly ideal for mobile app use, remote use, and the option for multiple phone lines and services agents to be connected at the same time without any loss of call quality management.

2. Multiple Phone Lines:

As a perfect complement to the cloud-based structure of a good call center solution, business users should take full advantage of the ability to handle high-volume with multiple phone lines.

The ease of use of the platform allows service agents to perform their duties and be on-call from home, which means a rotating schedule can give your company round-the-clock customer service and quality assurance all day (and night).

With a large number of phone lines and digital channels integrated into your account, someone is always available to answer phone calls from customers in need. For the best customer experiences, multiple available agents ensure faster turnaround and troubleshooting.

3. Mobile App Capability:

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When weighing the pros and cons of a contact center solution, one of the greatest benefits is the potential for mobile app features. This aspect works in a few different ways.

As the service agent will be plugged into the call center’s interface from a remote location, their own mobile app can notify them of incoming phone calls even while they are away from their post.

Likewise, the most powerful contact center software will provide admin capabilities for your organization’s call center manager to troubleshoot from their own mobile device.

Should there be any discrepancy with the call outcome, the service agent has true “back-up” in the form of a supervisor, who can always hop onto a call for needed assistance.

For the best customer experience, an on-hand call center manager can be a necessity and with a mobile app feature, both the home office and the service agent are readily available to troubleshoot any issue.

4. Live Chat Options:

Although the majority of customer issues can be solved by a service agent via audible phone calls, there are customers that find the phone inconvenient. This can be the case if the customer is at work or in a public place. For that reason, another important feature that an ideal contact center solution should include is live chat functions. The top call center in the Philippines now provides this option to customers for an easier and more convenient support experience.

In a bind, a customer should be able to open their mobile device app or desktop and chat with a service agent until their problem is resolved.

If that service agent is working remotely, their own laptop or desktop dashboard interface should include the option for chat or text communications. Most professional contact center platforms allow the user to access customer history and sales purchases while the call is in progress.

With this option in place, a remote service agent can be enabled to meet every customer inquiry or demand without having to be at a company’s brick-and-mortar location.

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Google Ads MCC: Things To Know About Google Ads Manager

You might be wondering about the best ways to manage your Google Ads account. Well, you do not have to worry much if you have Google Ads MCC. If you want to know more about it, you have reached the right place! MCC is a Google Ads account type for advertisers or agencies managing multiple client accounts. MCC stands for "My Client Center." Using a single login, agencies can access multiple Google Ads accounts with the help of the Google My Client Center account. But is that all that you should be knowing? Well, keep reading this blog till the end to learn more about the same… What Is Google Ads MCC?   Google Ads MCC stands for Google Ads My Client Center. It is a powerful tool provided by Google that allows advertisers and agencies to manage multiple Google Ads accounts from a single centralized interface. With an MCC, you can link and control multiple client accounts, making it easier to manage and optimize advertising campaigns across various clients or businesses. 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Now that you know almost everything about Google Ads MCC, it is time for you to learn about how to create this account for your Google Ads. keep reading this article till the end to learn more about creating a Google MCC account! Here are the steps that you need to take to create an Ad Manager Account on Google: Create an account on Google with the Google account you want to use as a manager. Click Create a manager account on the manager account page. Give the manager account a name. In the Access & Security section of the Google Ads UI, this is the name that your merchants see as their manager. Select the account's use. Choose "Manage other people's accounts" if you need to manage sub-accounts for other advertisers. Choose your time zone and country. You can't change the time zone you choose later because it is used for billing and reporting. We suggest picking the time zone where your company is based. Select a fixed currency for billing your account. 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