Want to implement personal omnichannel into your contact center? Would you like it to be effortless and seamless for your customers? How about easy for agents to use?
Can this be a reality or is it merely the dream of all call center owners, managers, and agents?
Sponsor message - content continues below this message
2022 '17th annual' Global Contact Center World Awards NOW OPEN
Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!
Content continues ….
At the CCW Online 2018 event, Ted Hunting, SVP of Marketing at Bright Pattern, explained true omnichannel and provided his top tips for getting started with effortless and personal omnichannel. Before diving into his keys for success, he discussed the current state of the contact center.
The Current State of Customer Experience
Although customers want effortless and personal customer service with new and emerging channels like social, SMS, and bots, companies aren’t truly there yet. Many companies claim to be omnichannel but IQPC and other analysts believe that only 5–12% of companies are doing true omnichannel. Many companies are multichannel, but 60% are totally siloed and find customer experience too difficult. What is the outcome of companies failing to provide omnichannel communications? From what we’ve seen from 2015–2018, customer experience flatlines and CSAT satisfaction ratings plateau.
Where Do Companies Want to Be?
Most companies understand the need for seamless omnichannel communications. Midsize companies want to transition to digital from voice and email only, with chat being the top channel they would like to add. Most larger companies are already multichannel but they want a truly omnichannel platform. The bottom line is that everyone wants to reduce effort, increase personalization, and add emerging channels.
Tip #1: See the Journey and Act in the Moment
To create an effortless, personal omnichannel journey, you must be able to see the journey. Agents who can see each step in the customer journey are more empowered to act in the moment to make communication effortless and personal. It is important that agents can see each channel with all context from each channel interaction.
Tip #2: Get Your Top Channel Working with Your Voice Channel
For many midsize companies, you are just getting started with multiple channels. It is very important to get your top channels working seamlessly before adding every channel under the sun. Once you have your top channels working together it gets easier to add more channels. The most common use case we hear from our customers is getting web chat working with their voice channel. By that, I mean seamless escalation from the web to a live agent via voice or even video chat. But it doesn’t stop there—true omnichannel will also provide omnichannel reporting and quality management on all channels.
Tip #3: Effortless and Personal for Today and Tomorrow
Once you start adding in more channels it is important never to create silos. All emerging channels like bots and messengers need to work seamlessly with other channels. In some industries it may be important to get new channels implemented quickly. But if done in a silo, that quick, siloed implementation will affect customers’ ability to connect with a live agent, in turn wiping out CSAT. Give agents the ability to communicate over traditional and emerging channels. Lastly, ensure that your customer service platform handles all bots of your choice (e.g., IBM Watson, Alterra) and messengers of your choice (e.g., Facebook Messenger, WhatsApp), and in-app messengers.
About Bright Pattern Inc:
Bright Pattern is an effective cloud contact center software which helps businesses to simplify multichannel service. Bright Pattern’s solution features enterprise-grade architecture that offers non-disruptive maintenance with on the fly upgrades and scales from 5 to 10,000 concurrent agents with a measured 99.99% uptime. Bright Pattern’s out-of-the-box CRM integrations increase agent productivity with integrated UI, click to call, screen pop, and activity history, automatically saved with the ticket. Bright Pattern’s solution has usability that is second to none with a new intuitive desktop for managing omnichannel experiences, a unified interface to set-up and modify workflows, and a monitoring, reporting, and quality management for and across all channels.
Published: Monday, October 22, 2018
|1.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.
|3.)||Connectica Solutions, LLC|
PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.
AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.
|5.)||Layer One Technologies|
Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
Stay in contact quickly and easily with your international offices through Megacall.
Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.
📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.
netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
Build a strong business presence and improve customer relationships!
Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.
Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!
Schedule a live demo or request a quote today!
Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
|10.)||The Phone Number Testing Company|
Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.
If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.
We offer a free no obligation test trial