Top-quality customer service is an important part of a consumer’s journey. Are you providing your employees with the right tools to give the level of service your customers require? Upgrading to a Unified Communications (UC) solution, like Star2Star offered by Teleco, can help organizations improve customer service and support in a basic ways, including:

• Easily locate the expert needed to answer a customer’s question.
  
  Often in today’s customer service environment, a subject matter expert is required to resolve a problem. UC can help service center agents quickly connect their customers with these experts as needed – regardless of the expert’s location. This will enhance satisfaction by eliminating customer callbacks. Using presence technology, for example, agents can easily see whether an expert is available online to respond to an instant message inquiry. The key benefit is the reduction in time an agent spends helping a customer, leading to the faster resolution of customer concerns.
•  Agents can always be reached.
  
  Remote agents have been a part of contact center staff for many years, but UC makes it easier for them to work from any location. For instance, UC tools provide mobile agents with access to videoconferencing and Web collaboration applications, which allow them to see what a customer is calling about and walk them through a solution.
• Customers will never hear a busy signal.
  
  Because of UC’s scalability, customers on the phone will not get stuck on hold or hear a busy signal. At Star2Star, for example, additional lines can be added on the fly using line bursting, which means your customers won’t get a busy signal. This innovative pooling and bursting feature keeps your monthly telephone costs down, while ensuring there are always enough lines available, no matter how busy things get.