Your call center is under pressure to evolve. As email, web chat, social and mobile channels have become essential for offering customers convenience and choice, like many other IT and contact center leaders, you may have taken the quickest, most cost-efficient approach and added point solutions to fill the gap. The problem? Now the industry and the world started talking about cross-channel, then multi-channel, and now omnichannel customer experience—but you aren’t able to deliver it on your existing infrastructure. Rather than continuing to string together disjointed solutions, it may be time to take the plunge: replace your aging and costly infrastructure.
Companies both large and small have made the investment, and switched to a contact center platform that enables an omnichannel experience. Here are two companies who are doing it right:
- Ticketmaster, one of the world’s top five eCommerce sites, has over 32 million monthly unique visitors. According to Elizabeth Gotto, Senior Vice President Global Contact Center Technology for Ticketmaster: “Ticketmaster’s contact center was in need of a complete technology overhaul, eliminating the separate ACDs that were reaching end-of-life, at capacity, expensive to maintain, and becoming cumbersome to our delivering world-class service to our fans.” With their new solution, agents now have a single desktop and customer context across all lines of business, and all channels—email, voice, social, and chat. Ticketmaster uses contextual routing to intelligently route every contact to the best resource based upon business priorities. And they save 30 to 45 seconds per call in doing so. That’s huge, in two ways: it provides a boost in customer satisfaction for Ticketmaster’s customers, and it significantly reduces costs of Ticketmaster’s contact center.
- UPMC Health Plan is one of the nation’s fastest growing health insurance plans with over 2.2 million members. “We believe in providing service excellence,” said Mary Beth Jenkins, Senior Vice President and Chief Operating Officer. “We do this with skilled and committed customer service representatives, stellar processes, and the right technology in place to support it all.” According to Kurt Rutherford, Contact Center Supervisor at UPMC, “The UPMC story is a technology story, but from our point of view it’s a human relationship story that happens to use technology as one of the ways to make providing service easier.” And their customers agree: customer satisfaction jumped to 96%.
These two companies demonstrate the path to omnichannel success and have realized business value and improved customer satisfaction. A major part of this is being considerate of both customers’ and agents’ time, with no need to recap information already provided in previous interactions.
Efficiency matters. Forrester Research tells us 77% of customers say valuing their time is THE most important thing a company can do, and an omnichannel contact center is essential to speedy interactions.
With customer loyalty and revenue directly tied to the customer experience your organization delivers, now is the time to evaluate your options.
How do you get started? Download our Survival Guide to Omnichannel Customer Service to learn six best practices for designing and delivering omnichannel customer service. You’ll learn how to design different journeys for various customer segments, and how to map limited time, resources and money to critical customer needs for each segment.
But, how do you fund the infrastructure makeover you need? Start with an investment analysis; the return on investment of a robust omnichannel customer experience platform is real. If you face the challenge of finding budget for an omnichannel contact center, check out our white paper, Building the Business Case for Contact Center Modernization to get new ideas for crafting your own business case.