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5 Common Expectations, Misconceptions and Strategies for Multichannel (Part 2) - Genesys - ContactCenterWorld.com Blog

5 Common Expectations, Misconceptions and Strategies for Multichannel (Part 2)

In Part 1, we discussed why you should deploy a multichannel strategy. In Part 2 we’ll evaluate the various channels available.

Which Channel?

Phone lines represent, by far, the lion’s share of customer contact with email steadily increasing (although still low), webchat coming in third, and SMS/social media/smartphone apps becoming important additions in recent years. In certain industries, there’s no getting away from paper documents, although typically scans of these are acceptable and volumes are a small fraction of the total customer contact.
Typically, customer interactions requiring agent resource are more costly for a contact center to provide than interactions customers can carry out with a system. Technology is usually high investment and low running costs, whereas the opposite is true for an agent team. The short duration of an automated transaction often satisfies customers, although the impersonal nature is inappropriate for some interaction types.
If you really want to diversify your customer experience it would be a good idea to add channels that really do have a different look and feel, rather than adding channels that don’t differ very much from what you’re already offering. To help choose which channel may be best, I’ve defined two main groups that channels can fall into:

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Agent: Unstructured Communication

  • Need for a human touch
  • Seeking assistance
  • Seeking explanations
  • Complicated, multifaceted interactions

Non-Agent: Structured Communication

  • Transactional interactions
  • Auto-pay
  • Balance inquiry
  • Request a copy
  • Structured requests

If you’re already offering a channel that relies on real-time live-agent input, what value are you really providing by adding another channel that also relies on real-time live-agent resources? If the answer is that one is voice and one is written, that may be a valid response, depending on what your customers are telling you. It may be more appropriate for you to add a channel with automated self-service, which opens a whole different realm to your customers (typically 24/7, customers are in no rush and can take their time, sit around a computer with a partner, etc.).

I recently applied for a mortgage with my bank and did it all online on their website. I chose my amount, my deal and I entered all of my details, then loaded all of my supporting documentation. Over the following days, I used the website to monitor the status of my application as my documents were revised and accepted. I only got a phone call quite near the end of the process to finalize a couple of details and arrange a date for signature. For me, this was the perfect blend—for filling in forms and checklists, I did it myself with no rush; and for the softer touch part, I dealt with a human being. The human being I dealt with was fully aware of everything I had done myself on the website, and I wasn’t asked to repeat information that I had already given through the other channel.

As it happens, I can also communicate with my bank via SMS, smartphone app and by going into the office. I do like the fact I have a choice and, at different times, I think I’ve used all of the various options, but I don’t notice a massive difference between going in to the bank and calling the phone line. Likewise using the app, the website or SMS are all pretty similar to each other. In an ideal world, all contact centers would provide all channels and would be all things to all customers. If, for the moment, you are only going to do phone plus one other, consider what you’re aiming to achieve with the new one. Are you going to stick with live-agent support but add a written channel (web chat, SMS, email, web-forms) alongside your voice channel? Are you going to stick with just voice for the live-agent support and add an automated channel alongside (website, IVR, app, SMS)?

Now that we’ve assessed the the various channels, get ready for Part 3 where we’ll cover the 5 Steps to Successful Launch New Customer Contact Channel.

Interested in learning how to make sure your multi-channel strategy provides customers with a consistent experience across channels? Download our free ebook: Omnichannel is No Longer Optional.

Source: http://blog.inin.com/5-common-expectations-misconceptions-and-strategies-for-multichannel-part-2/

Publish Date: January 9, 2017 5:00 AM


2021 Buyers Guide Customer Experience (CX)

Page: 123
1.) 
3Fiftynine

Branches
Improves customer experience by helping find the agent the right information within a click.

2.) 
Abacus Cambridge Partners

Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.

We offer the following services:

Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
API M...
(read more)

3.) 
AmplifAI

AmplifAI Performance Acceleration for Sales & Service
AmplifAI integrates all contact center data sources, and uses AI to drive personas which capture the metrics and behaviors of high performing agents, and then delivers actions to the organization to replicate the high performers. This process drives a sustainable and consistent agent improvement model that allows for faster speed to proficiency and improved performance across the call center resulting in improved productivity, sales and customer experience.

4.) 
Aspect Software

Aspect CXP Pro
Aspect CXP Pro is a feature-rich, cost-efficient software suite that pairs Aspect's powerful application lifecycle management platform, Aspect CXP, with its enterprise-class IVR platform, Aspect Prophecy—for a complete toolset that empowers enterprises to easily design, implement, deploy and manage IVR and digital self-service applications across multiple customer channels. With its easy-to-use web-based Business User Interface, even non-technical staff can quickly implement changes, roll out updates, monitor usage and maintain the entire array of self-service applications for voice/IVR, mobile web, messenger apps and SMS.

5.) 
At Random Communications

Contact Center Observation Services
Remote Contact Center Monitoring Programs - Working closely with your staff every day can often take complete objectivity out of the picture when trying to evaluate quality and agent performance.

Telephone/Email/Chat Mystery Shopping - A well-planned mystery shopping program can yield invaluable data about how your customers view the quality of your contact center service interactions.

Competitor Analysis - ARC Competitive Analysis Programs are designed to objectively compare your company with your competition.

Customer Satisfaction Surveys - ARC’s Customer Satisfaction Survey programs are designed to provide you with an objective measuring tool for gauging the level of customer sa...
(read more)

6.) 
BravaTrak

BravaTrak
BravaTrak is the High-Performance Coaching System for contact centres. It helps you increase customer experience while improving employee engagement.

It does this, by:
- Providing you with a customer experience coaching framework
- Turning your managers into High-Performance Coaches
- Giving you real-time visibility of your managers’ coaching activity

We’ve refined this system over the past 27 years, working with over 50 large organisations. It’s been tested and proven across inbound sales and service, and outbound sales and retention.

Whatever the nature of your channel, BravaTrak can help you avoid missing your customer experience targets, while improving employee engagement.

7.) 
Britannic Technologies

INBOX
INBOX: A place for every digital interaction!

INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised.

Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time.

8.) 
Calabrio

Calabrio ONE Workforce Optimization
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.

9.) 
Callsultant

Outsourced Contact Center Services, Contact Center Consultancy Services
We offer a wide range of inbound and outbound services including;
-Sales, lead generation, market research, fundraising, appointment setting, collections, telemarketing, customer service, help desk, order taking, technical support. In addition, we provide omni channel support services such as chat & email support along with back office processing services such as transcription, data entry, Order management, E-Commerce order follow-up.

10.) 
ComSys S.A.

CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspe...
(read more)

11.) 
Conectys

Conectys delivers a wide range of customer experience solutions including customer service, technical support and virtual assistant solutions.

We provide omnichannel customer support services through phone, email, web tickets, live chat, social media, good old fax, and the latest mobile apps. From switchboard solutions, to customer and technical support, we have the outsourced call center service package to fit your requirements.

12.) 
Connex One

Omnichannel
The Connex One Customer Engagement Platform enables inbound and outbound interactions through a secure, cloud-based, omnichannel engine. The feature rich platform offers everything from AI and Automation to Workforce Optimisation, consolidating the customer journey into one place.

13.) 
Consilium Software

Consilium UniRSM™
Many contact centers are providing critical services in these challenging times, with agents not only having to handle new customer situations, but also with agents often working alone from home without the face-to-face support of their supervisors and managers, who may also be working remotely. Trained and proficient agents translate into happy customers, with monitoring and coaching playing an important role in developing agents’ abilities. Consilium UniRSM™ is a perfect solution for this, where supervisors can perform real-time quality monitoring and coaching by dialing in from any phone with secure, role-based access.
Has your contact center moved to Cisco Jabber softphones for agents,...
(read more)

14.) 
ContactEngine

ContactEngine connects conversations across entire customer journeys with One Voice delivering exceptional CX and demonstrable business value for organizations around the world.

ContactEngine provides proactive customer service by helping your customers through the channels they’re most comfortable with. It aims to contact your customer before your customer contacts you.

15.) 
Creative Virtual

V-Person™
Creative Virtual's V-Person virtual agent/chatbot technology and V-Person Live Chat™ bring together humans and AI to create conversations with customers and employees across touchpoints in a seamless, personalised way and at large scale. V-Person conversational AI solutions can be deployed across any channel (web, mobile, social media, messaging apps, voice, IVR, smart speakers, kiosks, contact centre, HR, service desk) in over 35 languages.

V-Person virtual agent/chatbot and live chat implementations are underpinned by V-Portal™, our knowledge management, workflow management and business intelligence orchestration platform. We use a hybrid approach of natural language processing (NLP),...
(read more)

16.) 
CUSTOMER SQUARE

CROSSCRM.CX
Cross CRM is powered by Customer-Square,french firm specializing in customer-relationship and contact centers, since 2008 we help companies with a large customer capital to maintain, and develop.

Originally for our own needs, the CRM analytics services and Quality Monitoring provided by Customer-Square, we began to put CROSS-CRM.COM on the market in 2013.

CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.
The platform also provides Quality Monitoring, Speech Analytics and Survey tools to get a 360 view of your customer interactions.

We ended this features list in 2008 by add...
(read more)

17.) 
Customer Touch Point

Engage To Influence
Customer Touch Point specialises in long-term and instant impact customer experience solutions for organisations worldwide, providing the tools and support they need to deliver effortless customer experiences. We are also the brand behind the powerful Engage to Influence™ methodology, which sits at the core of every single customer project.

By delivering real-time customer insight; designing customer journeys to positively influence behaviour; and implementing end-to-end technology solutions that provide a seamless experience across all channels, we enable our clients to improve customer experiences and reduce cost of contact at the same time.

Our solutions include:

• Contact Cen...
(read more)

18.) 
CustomerCount

CustomerCount is a feature-rich, cloud based survey solution providing intuitive real-time reporting, fast turnaround on requested updates, and detailed and dynamic data gathering capabilities to support process improvement efforts, build customer loyalty and improve your bottom line. Developed and managed by Mobius Vendor Partners, CustomerCount was initially designed for the timeshare and contact center industries and is now used by organizations across numerous different vertical markets and industries.

19.) 
Eckoh

Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.

Flexible to scale up, and down, to suit your business needs and helps you prepare for future customer engagement needs.

20.) 
eGain Corporation

eGain Virtual Assistant™
eGain Virtual Assistant™ is a lifelike, conversational virtual agent providing a unique, interactive, and personal way for users to get answers and assistance on your website, 24 hours a day, 7 days a week.

A user simply chats with the virtual assistant (also called virtual agent or chatbot) like they would with any human agent. The chat bot understands not only the words but also the intent, thanks to a portfolio of AI technologies, including machine learning and reasoning. It acts like a guide, helping customers navigate the website and taking them to the relevant place. The VA provides answers to customer queries, even helping in shopping decisions. At any point, it can seamlessly esca...
(read more)
 
Page: 123



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