Biggest Issues SMBs Have with Contact Center Solutions

Not too long ago, many business leaders thought contact center solutions were only necessary for large companies handling thousands of calls and customer service requests daily. However, as customer expectations have changed, contact center solutions are now essential for businesses of all sizes and industries.

Studies show that 83% of customers believe excellent service is more important than price or product features when making buying decisions. Additionally, almost 50% of customers will switch to a competitor after just one negative experience.

Creating an outstanding contact center isn’t just about answering calls. Today, we’ll explore common challenges small businesses face when setting up an effective:

Contact Center Solution and how to overcome them.

Challenge 1: Simple and Affordable SetupOne major issue small businesses face is finding contact center solutions that are affordable, easy to use and don’t require extensive training. Many traditional contact center systems are complex, especially if the team needs more technical skills. Modern providers offer cloud contact center solutions that reduce cost and complexity by providing plug-and-play systems.

For example, systems like Unity for Teams integrate contact centers into tools businesses already use, such as Microsoft Teams, simplifying onboarding and reducing the need for extra training.

Challenge 2: Delivering Omnichannel ExperiencesToday’s consumers expect to connect with businesses through their preferred channels, whether social media, SMS, or phone. They also want a smooth, consistent experience across each touchpoint. Yet, less than one-third of contact centers are truly omnichannel enabled.

The solution is to implement a platform that integrates communication across channels, transferring data smoothly between them. Omnichannel cloud contact center solutions can offer features like callback options and virtual queues, creating seamless customer experiences.

Challenge 3: Reducing Abandoned CallsAbandoned calls are costly, especially for small businesses where each lost call affects revenue. With more agents, reducing abandoned calls can be more accessible. However, contact center AI solutions can address this issue by enabling features like “Keep My Place in Queue,” allowing customers to request a callback instead of waiting on hold.

These tools and intuitive contact center solutions help businesses ensure agents know which customers need follow-ups. Systems like Unity Supervisor also provide real-time insights into queue statistics, making it easier to reduce abandoned calls.

Challenge 4: Empowering and Engaging AgentsFor excellent customer service, you need to empower and engage your agents. The more tools they have, the better they can support customers. Choose contact center solutions that are easy to use, require minimal training, and work well for both in-office and remote employees. Cloud contact center solutions provide flexibility and a consistent experience, regardless of where your agents work.

Additionally, contact center AI solutions can streamline tasks like call transcription, saving agents time and allowing them to focus on delivering excellent customer service.

Challenge 5: Managing Distributed TeamsWith many small businesses embracing hybrid and remote work models, managing a distributed team can be tricky. Giving supervisors the right tools is crucial. With advanced contact center solutions, supervisors can monitor calls, view real-time dashboards, and jump into conversations when necessary.

Practical management tools help identify which agents need extra support, empowering teams to deliver better performance, whether remote or in-office.

Challenge 6: Gaining Insights for Better DecisionsTo keep costs low and performance high, small businesses need access to insights from every part of the customer journey. Monitoring key metrics across all channels is essential for improving customer satisfaction and loyalty.

Cloud contact center solutions offer historical reporting and real-time dashboards, making tracking customer data and adjusting strategies easier. Some advanced systems even provide detailed metrics and notifications, helping businesses make better decisions based on real-time information.

Overcoming SMB Contact Center ChallengesIn today’s customer experience-driven world, contact center solutions are vital for businesses of all sizes. By adopting the right technology, such as cloud contact center solutions and contact center AI solutions, small businesses can meet customer demands, reduce operational costs, and drive long-term growth.