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It’s Time to Rethink True Multichannel Customer Service - Bright Pattern Inc - ContactCenterWorld.com Blog

It’s Time to Rethink True Multichannel Customer Service

Your agents are regularly engaging with customers over two or more channels, like voice, email and perhaps live chat or SMS. This is great—it means your department is using a multichannel customer service strategy to ensure that its contact center is easily accessible to customers over their preferred means of communication.

Take a closer look at your multichannel customer service strategy, however, and you’ll find that there may be considerable room for optimization.

Consider this:

Right now, all of the channels your agents are using to communicate with customers are siloed. Phone calls, social media interactions, emails and live chats, for instance, all take place over separate user interfaces. Due to the fact that your communications channels are siloed, your agents are limited in what they are able to accomplish as they can only manage a select number of channels at a time.  

A better approach to multichannel customer service, which you can find with Bright Pattern’s leading contact center software, is to blend all of the channels together into a single customer service hub.

With the Bright Pattern approach to multichannel customer service, agents can access their email inbox, talk to customers over the phone, reply to SMS inquiries, and engage with customers over both social media and video.

Best of all, this strategy provides managers with the real-time visibility to maximize agent productivity. Managers can use the Bright Pattern platform, for instance, to see when agent call queues slow down, and then ensure that agents are fielding service requests over other channels.

With these points in mind, it’s time to take your multichannel service strategy up a level. Your agents are already working across multiple channels. The next step is to unify these channels into a centralized communications and reporting hub.

To learn more about how Bright Pattern can help, click here.

Source: http://www.brightpattern.com/blog/time-rethink-true-multichannel-customer-service/

Publish Date: March 22, 2016 5:00 AM


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Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634
 



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