Managing the many competing needs in your contact center is a never-ending balancing act. You may be constantly wondering what is critical, versus what is just noise.
So, what is critical? For starters, the fast-changing world of social and mobile – coupled with increasing customer demands – is driving a need for agility in adding new channels of customer interaction.
Are you easily able to support new channels, and link the customer journey across these channels, or do you break into a sweat just thinking about it?
Multichannel is Not Enough
Today, consumers expect more than multichannel options when communicating with businesses. They want an omnichannel experience. Simply put, omni-channel means true continuity of the customer’s experience across multiple channels. They want the agent who answers their call to know they’ve already sent an email and engaged in web chat. When your agents know of these previous interactions, including the method and reason, they’re able to deliver continuity in the customer experience – across the customer journey. It’s important. According to the Aberdeen Group, “Companies that connect all their customer service channels… report 89% customer retention, compared to 33% for those that haven’t.”
Routing, Resources and Offline Work
Today’s contact center and customer experience leaders need the ability to build routing rules that best serve your business as a whole. The magic formula for doing more with less is to virtualize your resources. When you have a single decision engine to manage all customer interactions, regardless of agent location or communication path, you’re able to match every customer’s need with the very best available resource.
And you can’t forget about offline work items. Agent performance could be flawless, yet the overall customer experience negative if the follow-through of work items isn’t completed on time. The bottom line is this: a customer or prospect’s perception of your company doesn’t depend solely on their phone call, web chat, or email response. You may have linked the customer journey through all touch points, ensuring the agent who answers the call has knowledge of all previous interactions. But is offline work completed in a timely manner?
Unfortunately, often times it’s the least common denominator that can make or break the customer experience – one weak link in the customer journey can damage the customer relationship, or send the customer or prospect into the arms of your competitor. By integrating customer contacts with the fulfillment of follow on work items, you ensure complete follow-through and drive a positive business outcome.
Next on your critical requirements list is the need to make sure your workforce optimization tools support all of the above. Ensure agent scheduling encompasses all channels and spans all locations, and includes back office work. Then you can right-staff your operation, containing costs and meeting service levels.
And, don’t forget to look beyond agent scheduling and adherence. Add speech and text analytics to ensure agent adherence to scripts and regulatory compliance, and to ferret out problems, as well as opportunities.
Does your current contact center solution allow you address these critical requirements for a future-ready contact center? If not, perhaps it’s time to ask whether your contact center infrastructure is flexible enough to deliver the superior customer journeys that your customers demand across all channels. A modern customer service organization should be built on modern technology instead of old-fashioned monolithic hardware.
Join Our Webinar!
To learn more, see our on demand webinar titled, Critical Requirements for Building a Future Ready Contact Center. You’ll learn how you can modernize your customer journeys and keep them from straying to competitors’ doors. Check it out here!