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Article : Best Practices in the Multi-Channel Contact Center

Sometimes, just operating the phones in a contact center can be complicated enough. As more contact options become available to customers, businesses are hard pressed to develop new best practices to tackle the multiple-channels now found in contact centers. Industry professionals dealing with multimedia contact centers were asked what best practices they developed after implementing and operating a multi-channel contact center.

Sarah-Jane Heber-Hall
Operations Director
Computertel Ltd.
United Kingdom

"The best practice, for us, was to ensure the agents take ownership of each client case, so that they are the primary source of information and contact for the client. This method of empowerment allows them to have a continuity about their performance and helps to build a quicker and stronger rapport with the client, that reflects a level of personal service delivery that they are proud of. Setting collection and response times, as well as measuring these metrics, along with times to close the case allows us to see how effective our agents are being and we take this information and compare it to our customer satisfaction survey results to see if there are correlations or deficits."

 
Andrej Carli
Business Unit Manager
Italy

"Give the right question to the right channel
Be consistent in the answer ( no matter about the channel)
Have a overall vision of the contact center not channel by channel"

 
Karen Wenborn
Contact Centre Manager
Screwfix Direct Ltd
United Kingdom

"Multi skilling staff, use of call overfow."

About Screwfix Direct Ltd

Screwfix Direct Limited operates as an online supplier of trade tools, fixings and accessories, and hardware products in the United Kingdom. Screwfix is the UK's supplier of tools, accessories and har... (read more)
 
Fanti Holtzhausen
Group Manager
Old Mutual
South Africa

"We are not fully multi channeled. A lot of manual best practices were implimented - can not mention it."

About Old Mutual

Old Mutual is a leading international long-term savings, investment and protection Group.
 
Aneeq Hashmi
Team Lead
Pronexus Inc.
Canada

"Exceptional Customer Care across several different channels"

About Pronexus Inc.

Pronexus is the creative force behind VBVoice, recognized as one of the most seasoned and powerful IVR development toolkits available today. After 20 years of consistent innovation and technological a... (read more)
 


"Data integration and analysis is the key. Second, customer preference management and channel expertise is critical. This means understanding the goals and objectives for each customer touch point and integrating them and presenting a single view of the customer for a complete lifecycle management."

 
Karen Freeman
Assistant Director, Customer Service
American College of Healthcare Executives
United States

"Immediately surveying the customer after the contact has been resolved."

 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - Build In Training Time

Read today's tip or listen to it on podcast.

Published: Wednesday, February 3, 2010

Printer Friendly Version Printer friendly version

2024 Buyers Guide Omnichannel

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Alvaria

Noble Contact Center
Truly unified omnichannel operations. Your customers have growing expectations about how and when they want to interact with you. The noble contact centre suite helps you seamlessly communicate with your customers, no matter which channel(s) they prefer. Noble helps you optimise agent activity and improve the efficiency of customer interactions with our unified omnichannel solutions. Seamlessly manage communications over a variety of voice and non-voice channels including voice, email, sms text, web chat and social media. Simultaneously manage inbound and outbound communications without having to log in and out of programs. And combine all channels on a single platform to improve contact centre efficiency and profitability.

3.) 
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.

4.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

5.) 
Hodusoft Pvt. Ltd.

Omnichannel Contact Center Software
"HoduCC" is a comprehensive and consolidated contact center software. It guarantees to provide the best call center software that suits best for all types of call centers. Being one of the top Voice over Internet Protocol (VoIP) solutions providers across the globe, HoduSoft ensures that this contact center software offers intelligence, security, and advanced features.

HoduCC has been designed in a way to make sure that user loyalty is built and the customers’ expectations are accomplished. Doesn’t matter what your business size is, HoduCC is most affordable Contact Center Software for small businesses as well.

HoduCC allows customer support teams to provide personal, productive phone...
(read more)

6.) 
Ivonesia Solusi Data

Sociomile
Elevate your service quality and experience a seamless and more personalized customer care solution to get a happier customer journey that transforms into loyalty.

7.) 
Vads

VADS Omnichannel Solutions
Omni Channel is a cross-channel business model and content strategy that companies use to improve their user experience. Omnichannel is an integrated way of thinking about people’s relationships with organisations. Rather than working in parallel, communication channels are designed to cooperate and build a coherent, evolving, cross-channel experience.

Omni Channel supersedes multichannel and includes channels such as physical locations, FAQ webpages, social media, live web chats, mobile applications and telephone communication Companies that use omnichannel contend that a customer values the ability to be in contact with a company through multiple avenues at the same time.


Benefits ...
(read more)

8.) 
Trust Business Partners LLP

Customer Interaction Automation
Delivering Ai -powered process automation and digital engagement tools. Onto existing technology stack as well as part of a total suite of offerings including Omnichannel contact centre. We work through partners who can add services and bespoke solutions.
 

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