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Modernizing contact centres to meet the changing needs of customers

Dec. 21, 2016

Modernizing contact centres to meet the changing needs of customers

Contact centres face more challenges than ever before. There are increased IT related costs for support, upgrades, and maintenance and customers are looking for faster responses and better overall service. We sat down with Matthew Leppanen, General Manager, Business Collaboration, to find out how virtual contact centres meet the changing demands of customers and improve their customer experience.

1. What are some of the common challenges of contact centres?

There are two major challenges that contact centres face today. The first is that they are built on legacy platforms, so there is a lack of integration across the various systems that are part of the centre and they are costly and complex to modify. The second is changing customer demands – people today expect better service delivered quickly. Existing contact centre solutions don’t accommodate the current needs of businesses and budgets don’t allow organizations to rip and replace their legacy systems with a new one due to capital constraints.

2. What is a virtual contact centre (VCC) solution?

A virtual contact centre is a cloud-based contact centre solution that streamlines operations and reduces capital costs. The VCC solution offered by Rogers is delivered as-a-service – we provide 24/7/365 support to help increase agility and lower maintenance costs.

A VCC also allows organizations to begin changing how they serve their clients and how their agents work. Customers are able to interact with the contact centre on the phone, via email, or even over live chat and agents can have the flexibility to work from anywhere, which reduces attrition.

3. How can a VCC solution improve customer experience?

Customers today want to be served and helped in different ways. This can mean calling in, sending an email, filling out a web-form, or even a live chat. Traditional contact centres – supported by legacy platforms – have a challenge meeting these customer needs and costs can add up. If the contact centre forces customers down a single path, it will likely lead to a frustrating experience for them. With a VCC solution, you can begin to serve customers through many different interactions and provide continuity of communication.

4. How is Rogers working with the Public Health Agency of Canada and Canadian Distress Line Network (CDLN)?

The Canadian Distress Line Network is a public health organization that provides distress and crisis services across the country. It responds to more than 650,000 distress calls, texts and chat messages a year and was looking to modernize and unify their operations. Rogers Communications was selected as the technology provider by the CDLN to provide a Virtual Contact Centre – a web-based networking solution that routes calls, texts and chat messages through one phone number. The Rogers VCC will link more than 30 distress and crises call centres across the country, including sites that provide regional suicide prevention support.