Any business using a contact center treats it as a cost center. From a financial perspective, this makes sense.
A good conversation with a customer creates a lot of value. The problem is that it's usually intangible. In business, you need numbers to show your value … numbers like revenue that offsets costs.
The good news: a contact center is the perfect place to gracefully create a new order by making the right offer. If your contact center is already taking orders, it's the perfect place to increase the size of those orders.
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The bad news: This is hard to do. It requires well-trained and motivated reps. With the turnover rates common to contact centers, it seems impossible to create a high-performing team that can sell.
But did you know that technology can largely solve these problems today? The pace of innovation for contact center technology has increased dramatically as artificial intelligence has matured over the last 3-5 years.
So - if you're not using artificial intelligence tools to increase your average order size and frequency in your contact center, you may want to take a look at what you're missing.
Artificial Intelligence: The Turnkey Technology You're Not Using Yet
Artificial intelligence sounds complicated, and when you get down into the nuts and bolts of the technology, it is.
However, what you need to know is simple. It can plug right into your team and your business support systems (like CRM) very simply.
There are two main ways that AI can integrate with your team:
By prompting your contact center reps to take smarter actions
By having the conversations independently, and taking those smarter actions automatically
You can use AI in both ways simultaneously if you choose to do so.
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How Does It Work?
AI plugs right into your CRM and other business support systems, which enables it to process massive amounts of data about customers. Using this data, it can do things like the following:
Increasing average order size by identifying the personalized upsells for a customer that have the highest probability of acceptance. The artificial intelligence program can prompt the human contact center rep with this information during a call.
Handle many interactions independently, reducing contact center costs, and increasing revenue by making the upsell offers with the highest probability of acceptance.
Proactively message customers who have opted into chatbot communication and remind them of special offers or points that are expiring, offering to complete the transaction right in the chat.
Does any of this sound like something your contact center needs?
The good news is, it's not that hard to get started. JourneyTEAM's AI and chatbot experts can help you get started with some simple, high-value scenarios that will get your feet wet and help you see the possibilities for AI in your contact center.
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Article by: Dave Bollard - Head of Marketing | 801-436-6636
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Article by: Dave Bollard - Head of Marketing | 801-436-6636
