5 Ways to Power Better Customer Interactions with Cloud Voice

As 2025 arrives, the cloud communications experts from Commio offer five strategies to enhance customer interactions in contact centers and any cloud voice application. 

Improved communication channels, reduced wait times, engaging hold experiences, accurate information delivery, and high-quality audio are highlighted as key areas for improvement. 

The speakers emphasize the importance of technology in achieving these goals, citing examples such as AI and CRM systems. The piece ultimately advocates for using a robust voice provider to ensure seamless communication and positive customer experiences, promoting Commio's services as a solution. A personal anecdote illustrates the impact of exceptional customer service.

Learn more about Commio at commio.com.

Transcript

Welcome back, everybody. It's crazy to think, but the New Year is right around the corner. Yeah, it really is. And you know, if you happen to be running a contact center, this is kind of the perfect time to sort of hit that reset button and think about the fundamentals of really great customer interactions. Yeah, good point.

Welcome to the CommioCast. I'm Tim McLain, your director of marketing. Thanks for tuning in. Here we talk about all things cloud communications, think modern calling and text messaging and more, all in the cloud. In this episode, as always, our hosts, Micah and Kali join us from their virtual recording studio at notebookLM, guys take it away. 

Luckily for all of us, we've got some insightful advice to help you do just that. Yeah, absolutely. We're gonna dive into an article from Commio. Okay, they really know their stuff when it comes to contact centers. I've heard good things. Yeah, yeah. The article is called Five ways for contact centers to power better customer interactions. Nice, and it's jam packed with really actionable tips to help you start the new year off strong. I like it. And the best part is that all of these tips are really just about one thing. What's that making your customers happy? Of course, of course. Because at the end of the day, that's what it's all about, right? Happy customers are the foundation of any successful business. Couldn't agree more. Couldn't agree more. Okay, so let's unpack this article, shall we? Yeah, let's do it. So the article starts by acknowledging how much the world of customer service has changed. You know, we've gone from those good old days of personalized interactions to a much faster paced, yeah, tech driven environment, yeah.

I mean, think about it this way, right? You know, you used to call a business and the person answering the phone, yeah, might actually know your name, yeah, yeah, you're right now. You know, it's all about speed and efficiency, exactly. But here's the thing, even though the landscape has changed, the fundamental need for human connection, Oh, for sure, hasn't gone away, right? People still crave that feeling absolutely, of being heard and understood, yeah, even when they're interacting with a company right through digital channels. Makes sense. So true, yeah, and that's a key takeaway here. Okay, you can have all the fancy technology in the world, but if you forget about that human element, you're gonna lose customers.

That's a really good point. Yeah, and speaking of losing customers, the article highlights one of the biggest pain points, oh, yeah, today's contact center world. What's that? Wait times? Oh, I think we can all relate to that, yes, frustration of being stuck on hold listening to terrible music. Wondered if you'll ever get to talk to a real person. It's the worst. Don't even get me started. Oh no, I swear I've aged a decade. Yeah, while on hold with some companies, I feel but seriously, the article cites some pretty scary stats about how quickly people give up really, when they're forced to wait. Okay, something like 60% of callers won't even wait a full minute. Wow, that's crazy. That's wild, right? Yeah, and a third of callers won't wait at all. Oh, wow. They just hang up and move on. Jeez. So if you're making your customers wait, you're essentially driving them straight to the arms of your competitors. That's terrifying. It's a terrifying thought, right? Yeah, okay, so let's move on to the first tip, okay, from the article, which is all about offering your customers channel variety. It's not enough to just have a phone number anymore, right? You need to be available on all the channels your customers are using. Yeah. You gotta be everywhere, website, email, chat, text, even social media. Yeah, and the key here is that it's not just about offering those channels, right? You actually have to be able to handle those customer questions effectively on each one, right? It's about providing a consistent and seamless experience, yeah, no matter how the customer chooses to reach you.

I think this is where a lot of companies fall short. Yeah, they might have a presence on multiple channels, right, but the experience isn't integrated, right, right? So you end up having to repeat yourself multiple times the worst, which is incredibly frustrating. Yes, I hate that exactly. Yeah. And the article makes a really good point about the importance of SMS enabled phone numbers. Yeah, good point, especially for younger generations, texting is often the preferred way to communicate. Yeah, they want to be able to text a business just like they would text a friend. Oh, 100% Yeah. I'm definitely guilty of that same here. If I need a quick question answered, my first instinct is to try and text a company, yeah, and if they don't offer that option, yeah, you might just take your business elsewhere, right?

Yeah. So tip number two is all about minimizing wait times, okay, and making those customer journeys as efficient as possible, right? Every second counts, yeah, for sure. And this is where technology can be both a blessing and a curse. Oh yeah, we have amazing tools like AI. An IVR interactive voice response that can automate certain tasks and help streamline the process. Yeah, but if these tools aren't implemented thoughtfully, yeah, they can actually create more frustration for customers. You're telling me, Oh, I've been there. I know nothing makes my blood pressure rise faster than navigating a poorly designed phone tree. Oh, yeah, pressing zero over and over again, just trying to reach a human being the worst, right? Yeah, and the article gives some really practical advice on how to avoid those pitfalls. Okay, good. It starts with mapping out the customer journey, right? What are the most common reasons people are calling what information do they need? Once you understand those things, yeah, you can start to design a process right that gets them the answers they need, yeah, as quickly and efficiently as possible. Yeah. It's like putting yourself in the customer's shoes, right, right, and thinking about what would make their experience as smooth as possible. Exactly. The article also stresses the importance of testing your system, yes, thoroughly. Yeah. Don't just assume it's working. Get feedback from real customers, make adjustments as needed, and if you're really serious about optimizing your contact center, okay, they even suggest bringing in a consultant who specializes in human interaction design that's a great idea. Yeah, sometimes you need an outside perspective to help you see things you might be missing for sure. So what about those situations where waiting is unavoidable? Yeah, good question.

Is there anything you can do to make it a little less painful for your customers? Yeah, good point there is okay, and that leads us to tip number three, right, which is all about making the weight bearable. Okay, I like it. Even if you can eliminate wait times entirely, right? There are things you can do, yeah, to improve the experience. Okay, I'm intrigued. Yeah, let's hear it. Okay, all right. So the article suggests a few really smart tactics, okay, for starters, providing estimated wait times, oh, yeah, can make a huge difference. Okay, it's much easier to be patient when you know how long you're gonna be waiting. That's so true. Yeah, it's like the mystery of the unknown wait time, right? Is almost worse than the actual wait itself. Exactly, at least, if you know it's gonna be five minutes, yeah, you can, like, grab a coffee or catch up on some emails, exactly.

And another great option is offering a callback service. Oh, I love that. Yeah. This allows customers to get off hold, go about their day, right, and receive a call back when an agent is available, exactly. I love that option, yeah, just take so much pressure off for sure. You don't feel like you're tethered to your phone, right, waiting for your life to begin again, right? And while you're waiting, yeah, why not give your customers something helpful or entertaining? Yeah, good point to occupy their minds. Yeah, you could play some interesting industry related tips, okay, or offer access to FAQs or other resources on your website, or even play some upbeat music that's a much better alternative than that dreaded elevator music, right? Anything but that, right, yeah, and it's important to remember that this is all about managing expectations and respecting your customers time. Absolutely. Yeah. 

Okay, so moving on to tip number four, right? The article emphasizes the importance of accuracy? Yes, it seems like a no brainer, right? But as you mentioned earlier, mistakes happen. Yeah, they do, and when they do, it can really damage customer trust. For sure, inaccurate information can lead to all sorts of problems, yeah, from wasted time and effort to miss opportunities, right? And even financial losses? Yeah, absolutely. I have a personal story about this. Oh, no. Few years ago, okay, I called my insurance company to ask a simple question about my coverage, right? The agent gave me completely wrong information. Oh no, and it ended up costing me hundreds of dollars. I'm so sorry. I was furious. I can only imagine, and that's why it's so crucial to invest in tools and systems that help your agents provide accurate information every time, every time the article mentioned some interesting technology here, okay, things like easy access to CRMs, yes, AI powered tools for quick answers, right? And even real time call transcriptions can make a huge difference. Let's start with CRMs. Okay, a CRM or customer relationship management system, okay, gives your agents a complete view of the customer's history and interactions with your company. Okay, having this information at their fingertips, yeah, helps them provide personalized and accurate support.

Okay, so it's like having a cheat sheet, yes, exactly each customer, yeah, ensuring that every interaction is informed and relevant Exactly. And then there are AI powered tools. Yeah,

these tools can analyze vast amounts of data, okay, to provide agents with quick and accurate answers to common. Questions. Okay,

so it's like having a super smart assistant by their side, exactly? And what about those real time call transcriptions? How did those help?

Real time call transcriptions are incredibly valuable for Training and Development. Okay? They allow managers to review calls, identify areas where agents need more support, right and provide personalized coaching, right to improve their performance, okay?

So it's like having a replay of the game exactly, so you can analyze the plays and figure out how to do better next time,

exactly, precisely. Okay? And then there's this fascinating technology called whisper technology. Yeah, that one really caught my attention. Yeah. It's like something out of a science fission movie, right? Imagine being an agent on a call and having this little AI assistant whispering helpful information in your ear, wow, guiding you through the conversation, okay, and ensuring you provide accurate and consistent answers. That's

incredible. It really is. It's like having a secret weapon for customer service. It really is okay. On to the final PIP from the article, okay, which might seem a little old school in our digital world. All right, don't underestimate the importance of audio quality. You're right. It might

seem a bit counterintuitive, yeah, in the age of texting and chat box, but voice is still a vital channel for many businesses. Oh

yeah, no, I still spend a good chunk of my day on the phone Kim. And there's nothing more frustrating than trying to have a conversation with someone. Yeah, when the audio is choppy, you can barely hear them worse. It's so frustrating. And

it's not just about frustration, okay, poor audio quality can actually impact your bottom line, really? Yeah,

how so? Well, think

about it this way. Okay, if a customer can't hear your agent clearly, they're more likely to get frustrated, yeah, hang up, or, even worse, they might misunderstand important information, oh, yeah, leading to errors and delays.

That makes sense. Yeah, and I bet dropped calls are a major issue too.

Absolutely dropped calls are the ultimate customer service nightmare, right? And they can be incredibly costly for businesses. Oh, yeah, I bet the article mentioned that the cost of a network outage for a contact center, okay, can range from $1,000 to over $5,000 per minute. Wow,

that's a lot of money, it is. So what should businesses be looking for in a voice provider? Well,

first and foremost, you want a provider that can deliver crystal clear audio quality, yeah, even in challenging conditions, okay? Second, you need a provider with a proven FRAC record of reliability. Yeah, you don't want to be dealing with dropped calls or outages, right, especially during peak hours.

And what about features? Yeah, are there any specific features that are particularly important for contact centers? Absolutely,

things like intelligent call routing, okay, multiple carriers for redundancy, right? And 247 support are essential.

That makes sense. Yeah, intelligent call routing ensures that calls are always routed to the best possible network, minimizing latency and maximizing audio quality and having multiple carriers provides a safety net, in case one carrier experiences an outage and 24/7 support is crucial, yes, for those inevitable moments when something does go wrong, right, you want to know that you can reach someone who can help you resolve the issue quickly and efficiently? Exactly? Speaking of reliable voice providers, yeah, the article does highlight comio, yes, as a company that's doing some really impressive things in this space.

Yes, they offer all the features we just discussed, okay, and they're known for their exceptional audio quality and reliability.

What sets them apart from other providers? One of the

things that really impressed me is their commitment to transparency. Okay? They provide detailed call routing information so you can see exactly where your calls are going, okay, and how they're being handled.

That's a level of transparency that I haven't seen from other providers, right? It really gives you peace of mind, knowing that your calls are in good hands exactly, and they have an incredible uptime guarantee. Yeah, 99.99%

that's perfect. Wow. Yeah, that's

about as close to the perfect as you can get, right. So even in the unlikely event that there is an issue, yeah, you know, they'll be on it right away, exactly. And they also offer seamless integration. Yes, they do with popular CPAs and UK platforms. Yes. Now I'm not sure everyone is familiar with those terms. Could you explain what C page and UK are are? Of

course, CPAs stands for communications platform as a service, okay? And UK as stands for unified communications as a service, okay? Essentially, there are cloud based platforms that allow businesses to manage all their communication channels, voice, video, messaging and more, okay,

in one place, so they're like a central hub for all your communication needs. Exactly,

okay? And many businesses are using these platforms to streamline their operations. And improve efficiency, okay, but they don't always have the same level of expertise when it comes to voice, right? That's where a dedicated voice provider, like cameo comes in, right? Exactly. And the good news is that integrating cameo with these platforms, okay, is typically very easy, okay, great. So you can have the best of both worlds, right? Flexibility and features, of a C payo or Yukio platform combined with the exceptional voice quality and reliability of come you, sounds

like a winning combination. We've covered a lot of ground today. We have from Channel variety and minimizing wait times to making the weight bearable right ensuring accuracy and optimizing audio quality. Yes, it's clear that there are many factors that contribute to creating a positive customer experience, absolutely.

And it's important to remember that this is an ongoing process, right? There's always room for improvement, and technology is constantly evolving. So

what's the key takeaway here? Yeah, what's the one thing our listeners should remember as they head into the new year? I

would say the most important thing is to never lose sight of the human element. Okay, technology can be an incredibly powerful tool, yeah, but it's

only effective when it's used to enhance human connection, right? Not

replace it.

That's a great point. So as we're wrapping up this deep dive into creating amazing customer interactions, is there one piece of advice that you would give our listeners as they kind of think about their contact center strategy for the new year? Absolutely,

I'd encourage everyone listening to think about this. What's one thing you can do differently? Okay, to really elevate your contact centers game in the coming year.

I like that. Yeah, it doesn't have to be a massive overhaul, right? Even small changes can make a big difference, exactly.

Maybe it's exploring a new communication channel, like SMS. Maybe it's streamlining your IVR to make it less frustrating, yeah, or maybe it's taking a closer look at your voice provider, okay, make

sure you're delivering the best possible audio quality.

Those are all great ideas. Yeah. And speaking of voice providers, we've talked a lot about cameo today. Yeah,

we have. It sounds like they're really leading the pack. They are when it comes to reliability, quality and features. For sure, if you're looking for a voice partner who can help you deliver exceptional customer interactions and take your contact center to the next level. Yeah, highly recommend checking them out. I agree. If you're curious to learn more about cameo, yeah, head over to cameo.com, and click on see it in action. Good advice.

You won't regret it. Thanks for joining us on this deep dive today. We hope you found it insightful, and we'll see you next time.

Building amazing experiences that engage and delight your customers is easy with Commio, our smart, reliable voice and messaging solutions are easy to implement and scale with you, so you can deliver more calls and texts, be more competitive and save money. With Commio, you get peace of mind and happier customers. Find out why 1000s of software platforms and enterprises trust Commio with their communications. Get a demo today at commio.com.