Technology as we know it these days has come to a point where nearly everything can be accomplished via a mobile device.
This is why more and more businesses are adopting a multichannel approach (not the same as omnichannel… but we’ll get into that later) in their customer service processes, using a wide variety of platforms (SMS, web, social media, web, and more) to engage customers.
And it’s just as well. After all, considering how digital technology has radically changed customer expectations, businesses have to adapt to these changes to survive and thrive.
The only problem? Some call centers are utilizing these channels as if they are independent of each other, which is inefficient at best and frustrating for customers.
To improve customer experience, your call center needs to integrate these channels into one coherent system. In short, your business needs to adopt an omnichannel approach to customer service.
Easier said than done, but more doable if you know how.
Here are ways you can turn your call center into an omnichannel powerhouse.
Some companies commit the mistake of supporting all available communication channels in the hopes of becoming an omnichannel powerhouse.
As a result, they end up stretching their resources thin, causing them to do a poor job of meeting the customers’ needs in other areas.
Obviously, there’s a better way. What you can do is choose carefully which channels to support and then make the best out of them.
To find out which channels to invest in, you have to gauge your target demographic and figure out their preferred form of communication and the best channels that can address their needs.
Simply put, cloud computing facilitates and drives omnichannel solutions as no other technology could.
Since the cloud offers much in the way of scalability, it’s much easier for cloud-based call centers to consolidate all resources and platforms into one complete and reliable system.
By adopting an omnichannel approach to customer service, you’d find it easier to keep track of customer touch-points. This, of course, results in quicker and more meaningful resolutions.
Without context, data are just meaningless numbers. The beautiful thing about the omnichannel approach is that it contextualizes all data in ways that help you arrive at deeper insights into customer behavior.
By utilizing both customer data and predictive analytics, call center leaders can identify which areas of the product and service need to be addressed.
Omnichannel call center solutions can help in keeping track of each customer interaction across all available channels, thus creating a reliable customer lifecycle for each client.
This, in effect, allows your brand to establish and maintain a strong sense of continuity in every customer interaction.
Since every interaction is documented in the CMS software, agents are provided with more opportunities to deliver personalized service.
Implementing an omnichannel strategy in running your call center can go a long way in boosting your productivity and making customers happy.
Easier said than done, sure. But if you adopt the strategies discussed in this article, chances are your company’s transition towards omnichannel services will run more smoothly.
Publish Date: March 8, 2018 5:00 AM
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