Omni-Channel Contact Center Communications in a Unified Cloud Environment - A Four-Part Series - BroadSoft - ContactCenterWorld.com Blog
Omni-channel contact center communications means more than offering multiple channels. It means sharing information between those channels, and using customer, agent, channel and interaction information to offer the customer the best experience in whichever channel they prefer, be it email, chat, voice, SMS, or social.
To help companies understand omni-channel contact centers and what they do, the BroadSoft CC-One team has put together a four-part blog series to outline the “who,” “why,” “when,” and “how” of migrating a call center to a unified omni-channel contact center.
Part One: Who Needs Omni-Channel Contact Center Communications in a Unified Cloud Environment
In part one of the series, we explore the different types of companies that can benefit the most from moving to an omni-channel contact center. These include growing companies, companies opening new markets or relocating, and companies that need a more strategic approach to the channels they have. Read more.
Part Two: Top Six Reasons Why You Need an Omni-Channel Contact Center
In part two of the series, we look at the top reasons why a company would want to migrate to an omni-channel contact center system. We discuss the many benefits an omni-channel contact center provides, which include improved agent productivity, management visibility, business performance, customer experience, competitiveness and several others.Read more.
Part Three: When to Migrate to a Unified Omni-Channel Contact Center
In part three we discuss how you know when it’s the right time to migrate to a unified omni-channel contact center. For example, some signs it is time to upgrade to a unified omni-channel contact center environment is when it becomes complicated to manage and control business Key Performance Indicators (KPIs, including agent productivity and effectiveness), when competition becomes more intense, and when customer satisfaction starts to decline. Read more.
Part Four: How to Implement an Omni-Channel Strategy
In part four we discuss recommended best practices for implementing an omni-channel strategy, including creating customer personas, analyzing call resolution and customer satisfaction data, and how to prioritize and phase-in the migration for a graceful and successful rollout. Read more.
We hope you find this series useful. The next BroadSoft CC-One blog series will be be about analytics: customer engagement analytics, call center analytics and contact center analytics.
Publish Date: July 5, 2017 5:00 AM
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