With the media industry becoming progressively automated, implementing a software solution to assist with subscriber communication is becoming increasingly crucial to keep up with the fast pace of the publishing industry. Lacking or resisting technology adoption into business practices can cause significant setbacks, such as insufficient access to required data, decreased customer retention, a downturn in productivity and low employee morale. Due to the innovative nature of today’s world, technology has advanced well beyond where it used to be, and with it comes ample opportunity to scale.
With access to advanced technology readily available, businesses today strategically calibrate their decisions when choosing the right platform that is tailored to that specific line of business. This advantage allows companies to finetune even minor details when exercising day-to-day processes, such as making outbound calls, facilitating customer retention efforts and building client relationships.
Implementing a solution tailored to your business allows for simple and complex systems to be customized to best meet you and your customers’ needs. In the newspaper industry, acquiring and maintaining subscriptions is what keeps the business going. Implementing a cloud-based contact center platform can help businesses boost productivity, save money and capitalize on time spent executing daily practices.
McClatchy, a leading news media company in 28 U.S. markets, connects daily with communities through various channels, including print, digital, mobile apps and more. A major challenge McClatchy was facing was trying to reach over 65 million monthly readers quickly and efficiently. As a media outlet, it is essential to have a software system that supports real-time communication and updates with customers and readers. Eventually, McClatchy found itself unsatisfied with an underperforming software system and realized that only a cloud-based, advanced contact center technology would enable the company to deliver content with a dedication to quality journalism, free expression and community service.
McClatchy turned to TCN’s cloud-based contact center platform, which helped the company effectively communicate with its millions of readers. Soon after implementing TCN’s platform, McClatchy quickly saw the outcome reflected in increased subscribers and improved retention efforts. Additionally, by implementing a solution that supported automated processes, its contact center agents were able to take a more “hands-free” approach, ultimately driving productivity levels higher and strengthening customer satisfaction. By automating these standard processes, McClatchy no longer needed to monitor operations constantly. As a result, McClatchy found that 78% of calls succeeded in communicating retention messages to customers.
Companies need to choose a solution that best suits their specific needs. Below are two of the main advancements that businesses within the media industry have experienced after implementing a cloud-based contact center solution:
Streamlined processes and increased productivity
By leveraging technology to perform simple subscription management requests, call centers are able to alleviate agent workloads and give them time back to better care for their customers. Additionally, with automation that handles processes such as making outbound calls or following up on customer inquiries, agents are given back time to assess situations better and prepare resolutions. This, in turn, boosts employee productivity and customer satisfaction, overall enhancing the nature of the call center culture.
Improved subscriber and retention efforts
The ability to deliver proactive, real-time data is a benefit that doesn’t get overlooked in this fast-paced world. With the convenience of technology to monitor the status of customer accounts, such as expiring accounts and new start verifications, contact centers serving the newspaper sector are able to effectively pinpoint call-to-act situations and resolve the discrepancy before the subscriber is removed. With this insight, integrating a scalable and customizable solution has never been more crucial to the survival of a business and successful customer relationship management (CRM).
With the technological advancements that continue to develop, there’s no reason companies shouldn’t be keeping proactive resolution and efficiency in mind. As the news media industry continues to adapt, its contact centers must get ahead of the curve and adopt a tailored and flexible solution that best supports their businesses.
To get a hold of Tony Ort at TCN, call or email 888-279-8643 or tony.ort@tcn.com.
